AI-based self-service technology in public service delivery: User experience and influencing factors

Chen, Tao; Guo, Wenshan; Gao, Xian; Liang, Zhehao

doi:10.1016/j.giq.2020.101520

Cited by 121 publications

(72 citation statements)

References 68 publications

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“…A comprehensive model would have to describe the complex interactions of factors that generate more distant outcomes. The complexity can be seen in the relationship between trust and e‐Government usage: trust in Government/e‐Government has been seen as a predictor of e‐Government usage (Avgerou 2013; Beldad et al 2012; Teo, Srivastava, and Jiang 2008), an outcome of usage (Grimmelikhuijsen and Meijer 2014; Grimsley, Meehan, and Tan 2007; Im et al 2014), both (Morgeson, VanAmburg, and Mithas 2011), or as a moderator of the effects of e‐Government (Chen et al in press). A model of the impacts of e‐Government would have to be a multilevel model (Klein and Kozlowski 2000), as the effects originate with the individual using the system but emerge to the government organization and then to the broader society.…”

Section: Discussionmentioning

confidence: 99%

“…• Stronger relationship [10]; weaker relationship [24] • Improved control of service results [23] • Increased take-up of services [46] • Improved image [15] • Increased voter turnout [30] Public-private Sector…”

Section: Interactionsmentioning

confidence: 99%

“…e-Government systems can increase the citizen's trust in government or beliefs regarding the trustworthiness of government. In addition, even though our selection criteria excluded e-democracy and e-participation systems, e-Government is suggested to improve citizen participation and Government e-Government system 100 percent ( 1) [55] 81.8 percent ( 11) [7, 15 22, 30, 32, 34, 38] 0 percent (1) [49] Clientele 100 percent (1) [7] Usage 36.4 percent ( 11) [23,26,35,43,48] 100 percent (1) [29] Interaction of factors 58.3 percent ( 12) [10,22,26,38,53] 100 percent (1) [14] Mediated relationship 66.7 percent ( 3) [35] Public Value Role: Client Data Access Data Quality Productivity Products and Services Citizen-Government Government 28.6 percent ( 7) [13] 33.3 percent ( 9) [13,31] e-Government system 100 percent (1) [15] 60.7 percent ( 28) [1,2,3,8,31,50,53,56,59,60] 50 percent (4) [9,13] 100 percent (2) [23] Clientele 66.7 percent (3) [3] 50 percent (2)…”

Section: Structuring Of Problemsmentioning

confidence: 99%

See 2 more Smart Citations

A Systematic Literature Review of Empirical Research on the Impacts of e‐Government: A Public Value Perspective

MacLean

Titah

2021

Public Administration Review

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While government organizations continue to invest in e‐Government systems, there is still uncertainty as to the benefits that can be generated. Without clear expectations, it will be impossible for managers to measure and evaluate outcomes. This systematic literature review examines 60 empirical studies on the impacts of e‐Government published in the leading public administration and information systems journals. The impacts are classified using public value theory, first, by the role for whom value is generated and, second, by the nature of the impact. The results show that the most commonly studied impacts are productivity for the taxpayers and clients, client satisfaction and service quality for clients, and improved trust and communications for citizens. There are many areas where limited research has been conducted. We maintain that there is a complex network of immediate and indirect impacts that must be considered by public managers in their analysis of potential investments.

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Section: Discussionmentioning

confidence: 99%

Section: Interactionsmentioning

confidence: 99%

Section: Structuring Of Problemsmentioning

confidence: 99%

See 1 more Smart Citation

A Systematic Literature Review of Empirical Research on the Impacts of e‐Government: A Public Value Perspective

MacLean

Titah

2021

Public Administration Review

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“…Service offered to users based on AI 145 The traditional design and optimization of systems are based on iterative algorithmic search and depend on the engineers' experience. These traditional methods may require huge process time (eg, maybe some months), however, AI methods perform the optimization process in a few hours.…”

Section: F I G U R E 22mentioning

confidence: 99%

Overview of evolutionary algorithms and neural networks for modern mobile communication

Kouhalvandi

Shayea

Özoğuz

et al. 2022

Trans Emerging Tel Tech

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The sixth generation (6G) of mobile networks must support the huge growth of mobile connections and provides various intelligent services in future mobile networks. For that, designing high-performance network architecture and communication systems (CSs) as well as finding coherent solutions for the determined problems is critical demand that needs to be achieved in 6G networks.Optimal solutions are mainly sought by using modifiable, smart, and perceptive algorithms aimed at optimizing more specific tasks. Therefore, advanced optimization methods are highly required to accommodate the requirements of CSs efficiently. That will be in various parts of the future networks such as advanced mobility management, multi communication links, efficient power consumption, ultra-lower latency, ultra-security, high speed, and reliable connectivity.Accordingly, highly accurate and smart functions must be modeled to optimize the required communication parameters in the network. This study provides a comprehensive overview of optimization methods that may need further investigations and developments to be applied in 6G networks at various parts of networks. A detailed theoretical description for each method is presented and discussed to elucidate future research directions for optimizing specific characteristics with multi-objective optimizations. Moreover, this article illustrates the conceptual and structural viewpoints of reported optimization methods. Also, the capability of various optimization methods that can offer industrial solutions in 6G is discussed. The potential applications of each method are also analyzed. Finally, this article presented the research issues and future directions of optimization technology and research gaps that need to be addressed before the standardization of 6G networks. INTRODUCTIONRecently, innovative solutions of communication systems (CSs) have been developed impressively, as data traffic is increasing exponentially by more than 50% per year. 1 Several factors will contribute for increasing data demand massively, for example, as predicted by CISCO, the video will make up 82% of the all IP traffic by 2022. 2,3 This massive increase in data traffic will cause several new issues that will facing the implementation of future mobile networks. That will include a dramatic increase for wider spectrum need, 4 the necessity for big system capacity, 5 further mobility issues, 6,7 and higher energy consumption, 8 in which cannot be handled efficiently by the current cellular networks.

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“…Customers evaluate the SSKs using experience depends on a variety of factors and concepts, as the researchers on [12] epitomize "the user experience is related to a variety of concepts, including functional, emotional, affective, experiential, hedonic, and aesthetic" this evaluate experience guided by some elements such as the system that run the SSK, the interface and the services that the customer will giant [13] [14] [15].…”

Section: Fig 2 the Relationship Between Self-service System Componentsmentioning

confidence: 99%

Integrating Cloud with Self Service Kiosk: An Impact Study on Society Evolution

Algarawi

Khan

2021

Int. J. Interact. Mob. Technol.

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Self-Service Kiosks is the invention of moving technologies with improving the services into a new era of rapid development to society. Using Self-Service Kiosks changing the lifestyle schedule of the day, no need to make free time during the working hours to accomplish the services you need, as it's available 24/7. Public sectors are adopting SSKs at a high rate knowing its potential in revolutionizing how services are offered by improving work efficiency, work experience, relieving human workloads and reducing service cost. The integration of cloud technologies with SSK is an emerging tendency. The survey conducted in the form of questionnaire indicates that cloud enabled SSKs are aesthetically appealing and its implementation would assist in offering right content to a right person at the right time. As several industries adopted SSKs technology to provide their services, this study aims to understand the impact of the self-service kiosk on society and explain the association between self-service kiosk and cloud- computing.

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AI-based self-service technology in public service delivery: User experience and influencing factors

Cited by 121 publications

References 68 publications

A Systematic Literature Review of Empirical Research on the Impacts of e‐Government: A Public Value Perspective

A Systematic Literature Review of Empirical Research on the Impacts of e‐Government: A Public Value Perspective

Overview of evolutionary algorithms and neural networks for modern mobile communication

Integrating Cloud with Self Service Kiosk: An Impact Study on Society Evolution

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