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Abstract
This study examines citizens’ use of chatbots for online public services (OPSs). The research model integrates the DeLone and McLean Information Systems Success (D&M) model with Information Acceptance Model (IAM). A quantitative approach was employed, using an online survey to collect data from 330 respondents via convenience sampling. Data were analyzed using partial least squares structural equation modeling (PLS-SEM). The findings demonstrate that information quality, intrinsic capability, source credibility, and information trustworthiness are significant predictors of information usefulness. Furthermore, information quality, system quality, and source credibility are key determinants of information trustworthiness. Information usefulness and trustworthiness both significantly influence use intention. This study offers theoretical and practical insights for authorities and technology developers aiming to enhance chatbot efficiency, improve service quality, and strengthen citizens’ trust in chatbot-enabled OPSs.