The Right Key for the Right Lock: How Government Response Methods and Demand Types Affect Citizen Satisfaction

Original

The Right Key for the Right Lock: How Government Response Methods and Demand Types Affect Citizen Satisfaction

Na Tang, Wenjia Huang, Nana Huang, Mengyao Zhang

Abstract

ABSTRACT Faced with diverse and complex demands from citizens, the government has consistently sought ways to enhance its ability to respond. Metaphorically, citizens' needs can be viewed as locks, and the government requires keys to unlock them. Artificial intelligence (AI) is an innovative new key offering a fresh paradigm for unlocking the door to high citizen satisfaction. Drawing on government responsiveness theory, this study applies a 2 × 3 between‐subjects survey experiment to explore the impact of government response methods (traditional responses, AI‐enabled responses) and citizen demand types (consultation, complaint/help‐seeking, suggestions) on citizen satisfaction. Findings show that AI‐enabled government responses significantly increase citizen satisfaction compared to traditional approaches. Among demand types, consultation yields the highest satisfaction, while suggestion results in the lowest. Further, the satisfaction level is significantly influenced by the interaction effect between response method and demand type. Perceived fairness mediates the relationship between government responses and citizen satisfaction, with citizen participation experience having a moderating effect. This study offers new insights into increasing citizen satisfaction from the perspective of government responses. It reveals the content‐dependent nature of AI‐enabled government responses, helping the government create unique AI response strategies and enhance digital interaction with citizens.