How Emotional Perception Moderates Public Expectation and Satisfaction With Seoul Government Chatbot

This study investigates the factors influencing users’ satisfaction and trust in digital government services, focusing on the Technology Acceptance Model (TAM) (perceived usefulness, and ease of use) and the Unified Theory of Acceptance and Use of Technology (UTAUT) (effort expectancy, social influence, and performance expectancy). The study employs a quantitative research approach, utilizing snowball sampling to collect data from users of e-government services in Saudi Arabia. The data is analyzed using statistical techniques, including Structural Equation Modeling (SEM), to test the research hypotheses. Effort expectancy, usefulness, ease of use, and social influence drive user satisfaction, with effort expectancy being the key factor. Satisfaction boosts trust in digital platforms. Performance expectancy, however, does not appear to affect satisfaction, likely due to cultural or contextual factors specific to Saudi Arabia. Although this study is valuable, it has limitations, including potential sampling bias. Future research should consider additional contextual factors, diverse cultures, and moderators such as cultural influences and individual differences. Longitudinal and qualitative studies could enhance understanding of the user’s satisfaction and trust in digital government services in Saudi Arabia. This study integrates the Theory of Acceptance and Use of Technology (TAM) and the Unified Theory of Acceptance and Use of Technology (UTAUT) to examine factors influencing user satisfaction and trust in digital government services in Saudi Arabia. The findings that shape user satisfaction and trust contribute to the academic discourse on digital government services and provide practical implications for policymakers, IT developers, and government entities who are concerned with developing e-government services.

The national fitness initiative in China is a strategic priority, public satisfaction is a key metric for evaluating the effectiveness of public services. The American Customer Satisfaction Index (ACSI) model has proven a robust tool for evaluating satisfaction with public services. The objective of study was to construct a satisfaction model for national fitness public services in China based on the ACSI framework and to explore the complex relationships among its components. Evaluation dimensions and an item pool were carefully developed by referencing the ACSI model and relevant academic literature. After a panel of experts assessed the initial items pool, the study formed the questionnaire to distribute the residents in Guangzhou, a total of 1,133 valid responses were collected. Data analysis was conducted using SPSS 22.0 and AMOS 16.0 software to evaluate the reliability and validity of the measurement model, the goodness-of-fit of the structural model, and analyze the statistical significance of each path coefficient. Public expectation does not directly influence satisfaction (path coefficient 0.039, p = 0.103), it exerts a significant and direct influence on perceived quality (path coefficient 0.445, p = 0.003), which in turn demonstrably shapes public satisfaction (path coefficient 0.403, p = 0.005). Perceived quality also directly influences perceived value (path coefficient 0.735, p = 0.006), which in turn significantly impacts public satisfaction (path coefficient 0.554, p = 0.003). Public satisfaction directly and significantly influences both public complaints (path coefficient 0.395, p = 0.003) and public trust (path coefficient 0.699, p = 0.003). Perceived quality is the most critical factor influencing public satisfaction, which subsequently affects public complaints and trust. Fitness service providers should consistently improve service quality, aligning actual service delivery with public expectations, and enhancing the perceived value for the public. These efforts will bolster the public's satisfaction level.

This study aims to analyze the effect of service quality and public trust on public satisfaction in using the Jakevo application in Pulo Village, South Jakarta. The research method used is quantitative descriptive with multiple linear regression analysis techniques. A sample of 52 respondents was selected from the population of Jakevo application users in the period March 2023–March 2024. The results of the study show that service quality has a positive and significant effect of 60.5%, public trust has an effect of 77.5%, and both variables simultaneously affect public satisfaction by 79.5%. These findings reinforce the importance of service quality and trust as determinants of public satisfaction in digital government services.

Purpose: This study aims to analyze the factors influencing public expectations and perceptions of the police, as well as the challenges faced by law enforcement in the Maldives, including both internal and external factors. Specifically, it examines the changing public perception and trust in the police force, which has been marred by human rights violations committed by police officers across the country. Design/ Methodology/ Approach: The research employed a mixed-method approach, gathering data through questionnaires and interviews. Qualitative and quantitative research methodologies were utilized, with an initial focus on investigating the direct internal and external influences leading to stress, tension, and emotional pressure experienced by police officers in their line of duty. These pressures can result in unlawful activities by police officers, impacting their attitudes, ethical behavior, stress levels, family dynamics, political pressures, media portrayals, and police socialization. Furthermore, the study examines external challenges and influences by employing stratified proportionate random sampling to include residents from all cities and some atolls, NGOs, government agencies, and the general public. Quantitative data was analyzed using the statistical package SPSS, involving the analysis of both independent and dependent variables. Demographic variables and levels of attachment, as measured by the ECR-S, constituted the independent variables. Findings: The study identifies political influences, family pressures, and cultural factors as internal and external challenges within the Maldives Police Service. These challenges encompass issues such as police corruption, the misuse of police authority for personal gain (including bribery, drug-related activities, and abuse of power), and the deliberate omission of pertinent information. Direct influences, including misconduct and predatory policing, originate from various sources, including criminals, politicians, the media, and even within police officers' own families. Practical implications: The empirical findings shed light on the impact of policing service quality on public satisfaction with the Maldives Police Service. This research provides valuable insights for policymakers within the Maldives Police Service, lawmakers, and professionals seeking to enhance policing quality and gain public trust and satisfaction as essential service values. Additionally, academics can use this study to supplement existing literature evaluations with new knowledge and empirical evidence. Originality / Value: This study contributes to a deeper understanding of the effects of internal and external influences on professional policing services, as identified in contemporary literature addressing policing service quality and public expectations and perceptions of law enforcement. Furthermore, this research assesses how internal and external influences affect the service quality and satisfaction experienced by Maldivian police officers.

ObjectiveThe national fitness initiative in China is a strategic priority, public satisfaction is a key metric for evaluating the effectiveness of public services. The American Customer Satisfaction Index (ACSI) model has proven a robust tool for evaluating satisfaction with public services. The objective of study was to construct a satisfaction model for national fitness public services in China based on the ACSI framework and to explore the complex relationships among its components.MethodsEvaluation dimensions and an item pool were carefully developed by referencing the ACSI model and relevant academic literature. After a panel of experts assessed the initial items pool, the study formed the questionnaire to distribute the residents in Guangzhou, a total of 1,133 valid responses were collected. Data analysis was conducted using SPSS 22.0 and AMOS 16.0 software to evaluate the reliability and validity of the measurement model, the goodness-of-fit of the structural model, and analyze the statistical significance of each path coefficient.ResultsPublic expectation does not directly influence satisfaction (path coefficient 0.039, p = 0.103), it exerts a significant and direct influence on perceived quality (path coefficient 0.445, p = 0.003), which in turn demonstrably shapes public satisfaction (path coefficient 0.403, p = 0.005). Perceived quality also directly influences perceived value (path coefficient 0.735, p = 0.006), which in turn significantly impacts public satisfaction (path coefficient 0.554, p = 0.003). Public satisfaction directly and significantly influences both public complaints (path coefficient 0.395, p = 0.003) and public trust (path coefficient 0.699, p = 0.003).ConclusionPerceived quality is the most critical factor influencing public satisfaction, which subsequently affects public complaints and trust. Fitness service providers should consistently improve service quality, aligning actual service delivery with public expectations, and enhancing the perceived value for the public. These efforts will bolster the public’s satisfaction level.

Responsive, timely, and friendly service quality plays a central role in shaping trust between the government and citizens. With the improvement of service quality, the public feels valued and heard, reinforcing the mutual trust relationship between the government and citizens. In this regard, technology-enabled service processes can streamline time and cost, while automation reduces the risk of human errors. Through web platforms or applications, the government can provide easier access for citizens to various services without the need to physically visit government offices. Good and quality public services are not only aimed at meeting the practical needs of the public but also play a role in shaping the mutual trust relationship between the government and citizens. Therefore, the concept of e-service quality, which encompasses the quality of services provided through electronic platforms, becomes crucial. The objective of this research is to explore the extent to which e-service quality can influence the level of public satisfaction. The research method employs a quantitative approach using primary data sources, where random sampling is applied as the sampling technique. The research respondents are citizens using digital public service platforms organized by the local government of Jakarta. The sample size used in this study is 262. The variables tested in this research involve e-service quality, public trust, and public satisfaction. In analyzing the data, this research utilizes SmartPLS 4 software. The analysis results show that e-service quality has a significant influence on the formation of public trust. Furthermore, findings indicate that e-service quality also significantly affects public satisfaction. However, the analysis results do not support the idea that public trust mediates the relationship between e-service quality and public satisfaction. This signifies that while public trust directly contributes to public satisfaction with public services, other unmeasured factors also play a role in shaping public perceptions and satisfaction.

This paper introduces the Emotional Governance Theory for the first time and reveals the crucial role of emotional perception in the interaction between government chatbots and the public through an analysis of the relationship between public expectations, emotional perception, and public satisfaction with government chatbots. The research findings indicate a significant moderating effect of emotional perception at different levels on the relationship between public expectations and public satisfaction with government chatbots. At the average level, emotional perception positively influences this relationship. At high levels, emotional perception attenuates the positive association, while at low levels, emotional perception significantly enhances the positive relationship between public expectations and public satisfaction with government chatbots. Finally, the paper proposes a series of policy recommendations to foster more proactive and effective interaction between government chatbots and the public, thereby enhancing the quality of public services and public satisfaction.

BackgroundAlthough community health education has drawn lots of attention from the public, evidence on resident satisfaction is still sparse. This study aims to explore the relationships among five dimensions (perceived quality, perceived value, public expectation, public trust, and public satisfaction) of satisfaction with community health education among Chinese residents.MethodsWe constructed a theoretical public satisfaction model for community health education based on the American Customer Satisfaction Index (ACSI) model. There are five dimensions in the theoretical model, including public expectation, perceived quality, perceived value, public satisfaction, and public trust. We recruited 474 respondents from a quota sampling based on gender and age, and collected information on five dimensions of satisfaction with community health education. The relationships of the five dimensions were examined using structural equation model.ResultsThe mean scores of public expectation, perceived quality, perceived value, public satisfaction, and public trust for the participants were 11.44 (total 15), 123.89 (total 170), 14.18 (total 20), 10.19 (total 15), and 15.61 (total 20), respectively. We obtained a structural equation model with a good fitting degree. There was a direct effect of perceived quality on perceived value (γ = 0.85, P < 0.01), public trust (γ = 0.81, P < 0.01) and public satisfaction (γ = 0.58, P < 0.01), and a direct effect of public expectation on public satisfaction (γ = 0.36, P < 0.01) and perceived value (γ = 0.25, P < 0.01).ConclusionsWe provide a good tool to measure public satisfaction with community health education, which can be potentially used to measure public satisfaction and improve the effectiveness of health education.

Limboto District Police is one of the service centers for driver's license issuance that has a working area in Gorontalo Regency. Public satisfaction is a very important performance indicator, because it concerns the sense of security and protection felt by the community. This study aims to determine the role of police apparatus competence on public satisfaction in driver's license service at Limboto Police Station. This research was conducted from August to December 2024. This research uses a quantitative approach in obtaining data. The research method is expost facto and correlational research design. The sample in the study was 100 people. The data analysis technique used is SEM-PLS. Based on hypothesis testing, it is known that the competence of police officers has a significant effect on the quality of service for making driver's licenses and has no effect on public satisfaction. Service quality has a significant effect on public satisfaction in the service of making driving licenses. The competence of police officers through the quality of public services has a significant effect on public satisfaction in driver's license services at Limboto Police Station. The positive and significant effect shows that the quality of public services is a good intervening variable (mediation) or is able to increase the influence of the competence of police officers on community satisfaction in driver's license services.

Attachment and emotional intelligence abilities across the life course

The purpose of this research is to determine the extent of the influence of service quality on public satisfaction in the STNK tax service at the Public Service Mall in Bandung City. The population of this study is all vehicle taxpayers who pay STNK taxes. The sample used in this study consisted of 40 respondents. The data analysis method used is quantitative descriptive and simple regression analysis using SPSS version 25 as a tool. The descriptive survey method is a research method that samples from a population and uses questionnaires as a data collection tool. In this research, data and information are collected from respondents using questionnaires or surveys. The results of this study indicate that the influence of service quality on public satisfaction is positive. This means that service quality significantly affects public satisfaction. The findings underscore the crucial role of service quality in shaping public perception and satisfaction regarding STNK tax services. Policymakers and administrators should prioritize efforts to enhance service quality at the Public Service Mall in Bandung City to ensure positive outcomes for taxpayer satisfaction and overall public trust in governmental services.

This study deals with the influencing factors for satisfaction and the emotional value perception of mobile voucher service user. Thus researcher examined a structural equation modeling methodology of the paths within word of mouth, satisfaction, and other exogenous variables (economic/rational value, trust, joyfulness, innovativeness). As a result of this study, First, it was confirmed that the emotional value, and innovativeness affected user's trust for coupon service and joyfulness for using mobile voucher. Second, it was confirmed that trust and joyfulness affected user's satisfaction and word of mouth activities. Therefore, in cases of utilizing the emotional appeal of mobile voucher as part of a marketing tool, corporate can maximize efficiency by using their mobile voucher service & event from the point of view of customer's satisfaction & voluntary word of mouth. Researcher's consideration is that this paper's theoretical and practical contribution point is the propose of the one of the post adoption model with the quantitative study of the mobile voucher service user's emotional perception in the initial development stages of high-tech industry.

This study investigates the direct and indirect influences of behavioral quality, social support, perceived system, emotional perception, and public expectation on user favorability regarding government chatbots in both government service and policy consultation contexts. The findings reveal that while behavioral quality, social support, and perceived system directly affect user favorability in both scenarios, public expectation uniquely impacts user favorability in policy consultation settings, but not in government service scenarios. Furthermore, the analysis indicates that social support, emotional perception, and public expectation all indirectly influence user favorability through their mediating effect on behavioral quality in both contexts. Notably, the significant distinction between the two scenarios is the presence of an indirect impact of perceived system on user favorability within policy consultation scenarios, which is absent in government service scenarios. This study sheds light on the intricate interplay of factors shaping user favorability with government chatbots, and provides valuable insights for improving user experiences and user favorability in different governmental service contexts.

Harmonious society emphasizes people-oriented, public service which requires the government should give priority to the public, and effectively improve public satisfaction with the government's public service. Eighteen people called for the construction of satisfactory service-oriented government, public satisfaction with the value orientation of public service as the main building. In county government as a direct subject of public service, public service satisfaction provided by their local government can be a direct reflection of the level of supply and the capacity of public services. In this paper, Xinjiang Awat County as an object of study, in reference to the relevant research results at the same time, combined with the actual situation Awat County, the government's public service satisfaction of Xinjiang Awat County were studied. This paper is divided into five parts: The first part of the introduction to the current public service satisfaction background is analyzed; the second part analyzes the factors that influence the government's public service satisfaction; third section presents several Xinjiang Ava on Strengthening mention government public service satisfaction strategies; fourth section describes the significance of the government's public service satisfaction; part V Conclusion of paper summarized. In this, I hope that through this study will enable us to better grasp the factors that influence the government public service public satisfaction, and explore the best way to truly improve public satisfaction, people are satisfied with the construction of service-oriented government.

&lt;div&gt;&lt;p class="normal"&gt;&lt;em&gt;This paper aims to test and analyze the influence of the Administration in the form of policy formulation, implementation and evaluation of the quality of service and the satisfaction of the public. This research was conducted on The Office of System Administration Manunggal under One Roof in Indonesia with a population of 5.292 people and carried out with formulations Slovin on the precision of 5% with a total sample of 372 respondents. The study's hypotheses were tested using a model of Structural Equation Model (AMOS ver. 18). The study found that 1) directly in policy formulation and evaluation of policies and significant positive effect on the quality of service, while the implementation of policies have a positive impact and no significant effect on the quality of service; 2) direct policy formulation and evaluation of policies and significant positive effect on public satisfaction, and implementation of policies and no significant negative effect on public satisfaction; 3) the quality of the service directly positive and significant impact on public satisfaction; and 4) indirectly policy formulation and evaluation of policies through quality service and significant positive effect on public satisfaction, while policy implementation indirectly through service quality and no significant negative impact on public satisfaction.&lt;/em&gt;&lt;/p&gt;&lt;/div&gt;