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Explaining the Adoption of Chatbots: The Experience of Malaysian Government Agencies

Author

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  • Ramizatunnisah Jais
  • Abdul Hafaz Ngah
  • Samar Rahi
  • Jassim Al-Gasawneh

Abstract

This research aims to investigate the elements motivating Malaysian Government Agencies (MGA) to adopt chatbots. Using a snowball sampling technique, a sum of 262 valid questionnaires were gathered. Most of the direct effect toward intention to adopt were supported. The mediation analysis revealed a positive mediating role of OR in the relationship between BDA, OLC and GP with the intention to adopt chatbots. The Government Support moderated the relationship between OR and the intention to adopt a chatbots. The study highlighted how the TOE Framework can effectively pinpoint the factors that impact the intention to adopt chatbots within MGA.

Suggested Citation

  • Ramizatunnisah Jais & Abdul Hafaz Ngah & Samar Rahi & Jassim Al-Gasawneh, 2025. "Explaining the Adoption of Chatbots: The Experience of Malaysian Government Agencies," International Journal of Public Administration, Taylor & Francis Journals, vol. 48(11), pages 698-711, August.
    • Handle: RePEc:taf:lpadxx:v:48:y:2025:i:11:p:698-711
    DOI: 10.1080/01900692.2024.2406917
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