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Drivers of people’s acceptance of Artificial Intelligence use in e-Government
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Resumo(s)
The current advancement of information technologies has created the conditions to introduce and popularise e-government, bringing citizens closer to public administration. Yet, e-government faces challenges such as the digital divide, civic data overload, lack of trust in government institutions and their online services, and privacy and security concerns. Artificial intelligence has the potential to address many of those challenges. To successfully adopt such a disruptive technology, it is imperative to delve into the drivers leading to citizens’ acceptance.
Therefore, this study proposes a theoretical model to explore and better understand the citizens’ acceptance towards the use of AI in e-government. We used an online survey to collect data from Portuguese citizens (N = 208). The results reveal that the perceived usefulness and trust of AI and social influence significantly contribute to the acceptance of AI use in e-government. Political interest is only significant for women. Participants recognize the benefits of using AI but raise several fears, especially concerning the lack of trust in the government. Despite the majority being aware of AI and e-government, some are not or are not aware of how AI can be used in e-government. The findings of this study can help local and national governments assess the acceptance of the adoption of AI-based technologies in e-government and define tailored strategies to respond to citizens’ concerns and highlight benefits to society.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies Management
Palavras-chave
Artificial Intelligence e-Government Acceptance of AI use Features of the technology Characteristics of individuals