https://orcid.org/0000-0003-0589-339X
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ABSTRACT
The global spread of COVID-19 has caused a huge number of confirmed cases and deaths, which in return leads to a plethora of mental disorders across the world. In order to address citizens’ psychological problems, government agencies in many countries have employed AI-based chatbots to provide mental health services. However, there is a limited understanding of the determinants affecting citizens’ user experience and user satisfaction when mental health services supported by chatbots are provided. Thus, based on the Theory of Consumption Values (TCV), this study proposes an analytical framework to investigate the factors that are important to citizens’ user experience and user satisfaction when they interact with mental health chatbots. Analysis of data collected from 295 chatbot users in Wuhan and Chongqing reveals that personalization, enjoyment, learning, and condition are positively related to user experience and user satisfaction. However, voice interaction fails to devote to citizens’ user experience and user satisfaction. Thus, government agencies and their AI service contractors should enhance the functions and systems of mental health chatbots to ensure citizens’ user experience and user satisfaction. Also, they should more positively promote the use of mental health chatbots during the public health emergency.
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No potential conflict of interest was reported by the author(s).
Additional information
Notes on contributors
Yonghan Zhu
Yonghan Zhu is a doctoral candidate in the School of Public Affairs, Chongqing University. He received Master degree in University College London (UCL). His research focuses on topics of digital government and society, including user satisfaction with e-government services, intention to use AI-based services, and user experience with online games.
Marijn Janssen
Marijn Janssen is a full Professor in ICT & Governance and head of the Information and Communication Technology (ICT) research group of the Technology, Policy and Management (TPM) Faculty of Delft University of Technology. His research interests include ICT-architecting, infrastructure, and digital government.
Rui Wang
Rui Wang is an associate professor in the School of Economics and Business Administration, Chongqing University. He is a visiting scholar in the London School of Economics and Political Science (LSE). He focuses on digital economy, social media use, and human-computer interaction.
Yang Liu
Yang Liu is a doctoral candidate in the School of Public Affairs, Chongqing University. He conducts research in the areas of data security, political opinions, and social media use.