A Review of Factors Influencing Public Satisfaction With Normal Chatbots and Government Chatbots

Abstract

Chapter 4 explores the diverse factors that contribute to public satisfaction with chatbots in various contexts. This chapter examines existing literature to identify key variables that influence how users perceive and interact with chatbots. It begins by discussing the technological attributes of chatbots, such as responsiveness, usability, and intelligence, and how these technical aspects affect user satisfaction. The review then extends to consider the impact of psychological factors, including trust, perceived empathy, and emotional intelligence, highlighting their significance in shaping user experiences. Additionally, the chapter addresses the social and contextual elements that can modify user expectations and satisfaction, such as cultural differences and specific use-case scenarios.