Public Sense of Gain From Using AI-Driven Governmental Chatbots for Public Services

This study investigates the relationship between public experience and sense of gain after using AI-driven governmental chatbots for public services, with a focus on two user groups: policy-oriented users and practical knowledge users. Governmental chatbots, as a significant tool in digital public service delivery, provide convenient interactive services that have the potential to enhance the public's sense of gain, particularly within the public administration and public policy domains. The innovation of this study lies in analyzing how public experience influences the sense of gain through internal mechanisms, and comparing these effects across the two user groups. Using mediation analysis and regression models, the results indicate that while both policy-oriented and practical knowledge users benefit from enhanced public experience, the sense of gain for practical knowledge users increases more significantly, especially when considering internal political efficacy.