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

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.