AI-driven E-government: a moderated model for enhancing E-service quality

Abstract In this paper, the role of artificial intelligence on the association between e-government practices (informatics and cybersecurity) and e-service quality is considered. The paper is aimed at investigating the impact of AI-based improvements in the automation and predictive analysis on the correlation between e-government practice and the service quality deliverable. Survey data were gathered about 170 university students in Oman who had experience with e-government services using a quantitative research design. Structural equation modeling was used to test the proposed model. Findings reveal that e-government informatics directly affects the quality of e-services greatly, but not cybersecurity. Significantly, AI has a positive moderating effect on the relationships between cybersecurity and e-service quality, whereas its role is negative in moderating the relationship between informatics and e-service quality. These results reveal the nuanced role of AI within the context of young, digitally literate e-government users in Oman. The study provides preliminary information relevant to the policymakers on the integration of AI into electronic services, but the results are only to be viewed cautiously due to the sample consisting of students. The paper discusses the need to have a balanced implementation plan that will solve the data privacy, system reliability, and ethical issues.