Authors - Ayman Alarabiat, Yousef Alarabiat, Mahmoud AlZuabi, Mamoun Shakatreh Abstract - Governments are increasingly leveraging artificial intelligence (AI) Chatbots to enhance e-service accessibility. However, Chatbots adoption among citizens’ remains low, limiting their intended benefits. This study explores citizens’ perspectives on government Chatbots adoption. A quantitative correlational research approach was employed, collecting 358 responses from Jordani-an citizens who had used government Chatbots in the last 6 to 12 months. An online survey measured ten key constructs: low complexity, relative advantage, compatibility, trialability, observability, trust, responsiveness, perceived intelligence, anthropomorphism, and Chatbot adoption. Data analysis using SPSS 24 revealed low willingness to adopt Chatbots, primarily due to concerns about Chatbot intelligence, responsiveness, and trust. Additionally, low observability and limited perceived relative advantage further hinder adoption. These findings provide insights for policymakers, government agencies, and Chatbot developers to enhance Chatbot functionality and user experience. Key recommendations include improving Chatbot intelligence and responsiveness, increasing public awareness, and fostering greater trust in the Chatbot. Addressing these factors can drive greater adoption, maximizing the efficiency and impact of AI-driven public services.
