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研究生： 穆薩鑫
Muslikhin, Muslikhin
論文名稱： Citizen Adoption of Chatbots in Public Services and Impacts on Work Performance: Perspectives of UTAUT2, Trust and Task-Technology Fit
Citizen Adoption of Chatbots in Public Services and Impacts on Work Performance: Perspectives of UTAUT2, Trust and Task-Technology Fit
指導教授： 林彣珊
Lin, Wen-Shan
學位類別： 碩士
Master
系所名稱： 管理學院 - 國際經營管理研究所
Institute of International Management
論文出版年： 2025
畢業學年度： 114
語文別： 英文
論文頁數： 95
中文關鍵詞： 聊天機器人 、公共服務 、UTAUT2 理論 、任務－技術契合 、信任 、工作負荷
外文關鍵詞： Chatbot, Public service, UTAUT2 theory, Task technology fit, Trust, Workload
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    • 聊天機器人在全球公共服務中的應用日益普及，但在公民採用動因與組織影響方面仍存在重要研究缺口。本研究採用一個整合性的模型，結合科技接受與使用統一理論2（UTAUT2）、任務－技術契合（TTF）與信任，以探討印尼稅務總局（FISKA/FISKO）內部的聊天機器人採用情況。研究採用混合方法設計，透過偏最小平方法結構方程模型（PLS-SEM）對399位聊天機器人使用者進行量化分析，並輔以對五位系統管理員的質性訪談。研究結果顯示，TTF與信任可提升UTAUT2的解釋力，行為意圖的變異量達19.9%。信任在UTAUT2因素與採用意圖之間扮演關鍵中介角色。社會影響並不顯著，顯示稅務相關聊天機器人的使用具有工具性特質。質性結果指出，聊天機器人的部署可減少前線人員的重複性工作，但增加主管的行政負擔，突顯人力資源再培訓的必要性。研究限制包括橫斷面設計僅捕捉初期採用意圖，未涵蓋長期行為。R²值（0.074–0.199）顯示，隱私疑慮、數位素養及對演算法偏見的認知亦可能影響採用，強調未來應探索納入更多變項的公共部門聊天機器人採用模型。

    Chatbots are increasingly used in public services worldwide, yet critical research gaps remain on citizen adoption drivers and organizational impacts. This research utilizes a comprehensive model that integrates the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2), Task-Technology Fit (TTF), and Trust to investigate chatbot adoption within Indonesia’s Directorate General of Taxes (FISKA/FISKO). A mixed-methods design was employed, combining quantitative analysis of 399 chatbot users through Partial Least Squares Structural Equation Modeling (PLS-SEM) and qualitative insights from interviews with five system administrators. Findings reveal that TTF and Trust enhance UTAUT2’s explanatory power, accounting for 19.9% of behavioral intention variance. Trust serves as a key mediator linking UTAUT2 factors with adoption intentions. Social influence was not significant, suggesting the instrumental nature of tax-related chatbot use. Qualitative results indicate chatbot deployment reduces repetitive tasks for frontline staff but increases administrative duties for supervisors, highlighting the need for workforce reskilling. Limitations include the cross-sectional design capturing only initial adoption intent, not long-term behavior. The R² values (0.074–0.199) suggest that factors like privacy concerns, digital literacy, and perceived algorithmic bias also influence adoption, highlighting the importance of exploring models that incorporate variables for chatbot services provided by the public sector.

    摘要 I ABSTRACT II ACKNOWLEDGEMENTS III TABLE OF CONTENTS IV LIST OF TABLES VII LIST OF FIGURES VIII CHAPTER ONE INTRODUCTION 1 1.1 Research Background 1 1.2 Research Questions 3 1.3 Research Objectives 5 1.4 Research Contribution 5 1.4.1 Theoretical Contributions 5 1.4.2 Practical Contribution 6 CHAPTER TWO LITERATURE REVIEW 7 2.1 Theoretical Background 7 2.1.1 The Unified Theory of Acceptance and Use of Technology2 7 2.1.2 Trust Theory 8 2.1.3 Task-Technology Fit (TTF) Theory 10 2.1.4 Integration of TTF, UTAUT2, and Trust 12 2.2 Chatbot and E-Government services 17 CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 22 3.1 Framework Design 22 3.2 Hypothesis Development 24 3.3 Research Method 31 3.4 Population and Sample 32 3.5 Instruments and Measures 34 3.6 Data Collection Procedure 36 3.7 Data Analysis Methods 37 CHAPTER FOUR RESEARCH RESULTS 39 4.1 Descriptive Statistics 39 4.2. Measurement Model Assessment 40 4.2.1 Validity and Reliability 41 4.2.2 Discriminant Validity 43 4.3 Structural Model Assessment 44 4.3.1 Structural Model Evaluation 44 4.3.2 Hypothesis Testing 45 4.3.3 Coefficient of Determination (R²) 48 4.4 Interview Result 49 4.5 Discussion of Findings 53 4.5.1. Discussion Quantitative Finding 53 4.5.2. Discussion Interview Findings 60 CHAPTER FIVE CONCLUSION AND SUGGESTIONS 64 5.1 Conclusion 64 5.2 Suggestion 66 5.2.1 Theoretical Contributions 66 5.2.2 Managerial Implications 67 5.2.3 Limitation Research 68 5.2.4 Recommendations for Future Research 70 REFERENCES 72 APPENDICES 76 Appendix 1: Survey Instruments 76 Appendix 2: SmartPLS Result 78 Appendix 3: Interview 78 Appendix 4: Transcripts 79

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