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

Ramizatunnisah Jais, Abdul Hafaz Ngah, Samar Rahi and Jassim Al-Gasawneh

International Journal of Public Administration, 2025, vol. 48, issue 11, 698-711

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.

Date: 2025
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DOI: 10.1080/01900692.2024.2406917

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