The Role of Quality, Trust and Empowerment in Explaining Satisfaction with E-government Chatbots

With technological advancements within the field of AI there has been an increased interest in chatbots used as a tool in e-government services. Several Norwegian public organizations including the Welfare Services Organization, the Tax Authorities and several municipalities have implemented chatbots for government service delivery. Despite this increased interest in implementing chatbots for government service delivery, there is a knowledge gap in terms of what contributes to the satisfaction with e-government chatbots. To fill this gap, the purpose of this master thesis is to investigate factors affecting the satisfaction with e-government chatbots from a citizen perspective using element…