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Harnessing the Potential of Artificial Intelligence to Foster Citizens’ Satisfaction: An empirical study on India.

Chatterjee, S., Khorana, S. and Kizgin, H., 2021. Harnessing the Potential of Artificial Intelligence to Foster Citizens’ Satisfaction: An empirical study on India. Government Information Quarterly: an international journal of information technology management, policies, and practices. (In Press)

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DOI: 10.1016/j.giq.2021.101621

Abstract

Governments are increasingly employing artificial intelligence (AI) enabled services though this is still a relatively new concept that is in nascent stages of implementation. Despite growing emphasis by governments on employing AI-enabled services, many citizens are skeptical of their benefits; this makes an analysis of AI-enabled services an important area of research, especially from the perspective of citizens. This paper employs IT assimilation theory and public value theory to develop a theoretical model that examines whether the introduction of AI-enabled services would generate public value for citizens in India. The model employs the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique to examine how risk factors impact the uptake of AI-enabled services in India. Based on 315 interviews conducted in India, the study highlights that the breadth and depth assimilation of AI-enabled services positively impacts and enhances the satisfaction of citizens, which in turn generates public value.

Item Type:Article
ISSN:0740-624X
Group:Bournemouth University Business School
ID Code:35999
Deposited By: Unnamed user with email symplectic@symplectic
Deposited On:14 Sep 2021 08:43
Last Modified:14 Sep 2021 08:43

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