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Citizen Acceptance of AI-Enabled Public Services and Trust in Government

Author

Listed:
  • Yu-Han Weng
  • Cheng-Hua Wang
  • Chung-Te Ting

Abstract

This study examines how citizen acceptance of AI-enabled public services influences trust in government within the context of smart governance. Drawing on the Technology Acceptance Model (TAM), this study develops an integrated framework in which citizen acceptance is operationalized as AI service acceptance, linking perceived ease of use, perceived usefulness, and trust in government. Data were collected from 341 respondents in Tainan, Taiwan, and analyzed using structural equation modeling (SEM). The results indicate that perceived ease of use significantly enhances perceived usefulness, and both factors positively influence AI service acceptance. Notably, perceived usefulness exerts a stronger effect, suggesting that citizens prioritize functional benefits when evaluating AI-enabled public services. Furthermore, AI service acceptance has a significant positive impact on trust in government, highlighting its mediating role in translating technology perceptions into institutional trust. This study extends TAM into the domain of AI-enabled public services and demonstrates that citizen acceptance functions as a key mechanism linking technology perceptions and government trust. The findings provide important implications for policymakers, emphasizing the need to enhance service functionality, usability, and transparency to strengthen public trust in smart government initiatives. JEL classification numbers: O33, H11, D83.

Suggested Citation

  • Yu-Han Weng & Cheng-Hua Wang & Chung-Te Ting, 2026. "Citizen Acceptance of AI-Enabled Public Services and Trust in Government," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 16(4), pages 1-4.
    • Handle: RePEc:spt:admaec:v:16:y:2026:i:4:f:16_4_4
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    References listed on IDEAS

    as
    1. Esmat Zaidan & Imad Antoine Ibrahim, 2024. "AI Governance in a Complex and Rapidly Changing Regulatory Landscape: A Global Perspective," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 11(1), pages 1-18, December.
    2. Moahamad Ikmal Hamid & Patirah Hanapi & Norhayati Hussin, 2017. "Technology Trust for Government and Private Sector: Approach Technologies Acceptance Model (TAM)," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(12), pages 783-790, December.
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    Keywords

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    JEL classification:

    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes
    • H11 - Public Economics - - Structure and Scope of Government - - - Structure and Scope of Government
    • D83 - Microeconomics - - Information, Knowledge, and Uncertainty - - - Search; Learning; Information and Knowledge; Communication; Belief; Unawareness

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