When citizens meet the chatbot: Evidence from a survey vignette experiment in Estonia

Art Alishani, Vincent Homburg, Johan Skytte Institute of Political Studies, University of Tartu, Department of Public Administration and Sociology, Erasmus School of Social and Behavioral Sciences, Erasmus University Rotterdam, The Netherlands

Public Policy and Administration

Published online on December 11, 2025

Abstract

Public Policy and Administration, Ahead of Print.
Governments are increasingly using chatbots to facilitate public encounters. Using survey vignette experiments conducted in Estonia, we conclude that citizens’ perceived usefulness and trust in technology significantly correlate with the intended use of ...