دانلود مقاله انگلیسی رایگان:فناوری سلف سرویس مبتنی بر هوش مصنوعی در ارائه خدمات عمومی: تجربه کاربر و عوامل تأثیرگذار - 2020
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  • AI-based self-service technology in public service delivery: User experience and influencing factors AI-based self-service technology in public service delivery: User experience and influencing factors
    AI-based self-service technology in public service delivery: User experience and influencing factors

    سال انتشار:

    2020


    عنوان انگلیسی مقاله:

    AI-based self-service technology in public service delivery: User experience and influencing factors


    ترجمه فارسی عنوان مقاله:

    فناوری سلف سرویس مبتنی بر هوش مصنوعی در ارائه خدمات عمومی: تجربه کاربر و عوامل تأثیرگذار


    منبع:

    Sciencedirect - Elsevier - Government Information Quarterly, Corrected Proof, 101520. doi:10.1016/j.giq.2020.101520


    نویسنده:

    Tao Chena, Wenshan Guoa, Xian Gaob,⁎, Zhehao Lianga


    چکیده انگلیسی:

    Public sectors are utilizing AI-based self-service technology (SST) at an accelerating rate, given its potential for improving work efficiency and user experience, reducing service costs, and relieving human workloads. However, there is a limited understanding of the factors influencing citizens user experience when services supported by AI-based SST are provided. Thus, with insights from the Consumer Value Theory, this paper aims to explore the factors that are important to AI-based SST user experience and the conditional role of trust in government. The on-site survey of 379 citizens in a public service center in China indicates that user experience positively relates to personalization and aesthetics and negatively associates with perceived time spent on the AIbased self-service machines. In addition, the results suggest that citizens with more trust in government are more likely to have a pleasant experience coming from AI-based SSTs personalization and aesthetics. Public managers should ensure that the AI-based SST is aesthetically appealing and should be able to personalize the delivery of the right contents to the right person at the right time. Furthermore, they should always prioritize cultivating more trust from citizens to achieve a more positive user experience.
    Keywords: Artificial intelligence | Self-service technology | User experience | Trust in government


    سطح: متوسط
    تعداد صفحات فایل pdf انگلیسی: 11
    حجم فایل: 318 کیلوبایت

    قیمت: رایگان


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