Conclusion

Abstract

Chapter 11 highlights the key findings of the study on public satisfaction with government chatbots, emphasizing the novel use of direct and mediation effects to assess how different variables influence public satisfaction with government chatbots in various scenarios. The research identifies behavioral quality, social support, and system perception as direct influencers of public satisfaction, with varying roles of public expectation in two contexts.The chapter offers policy recommendations such as establishing chatbot quality standards, creating user feedback systems, and integrating emotional intelligence in chatbots to improve user interactions. It also suggests enhancing social support networks to boost user satisfaction. Limitations of the study include reliance on self-reported data and its geographic focus, pointing to future research opportunities like expanding the study's scope and exploring additional influential factors to better understand public satisfaction dynamics with government chatbots.