Factors Influencing Intention to Adopt AI Chatbot in Civil Status and Passport Department in Jordan: The Moderating Role of Trust in Technology

Mohammad Mousa Mousa; Mustafa Akaileh; Ethar Khalaf Alhumeisat; Najwan Ibrahim  Jadallah; Hussein N. E. Edrees; Nadir Aliane; Amer A. N. Al-Qutaish; Abu Elnasr E. Sobaih

doi:10.63332/joph.v5i3.938

Authors

Mohammad Mousa Mousa Ph.D Researcher in Digital Marketing, University of Tunis El Manar, Tunis; Tunisia
Mustafa Akaileh Prince Al Hussein bin Abdullah II Academy for Civil Protection, Al Balqa Applied University, Jordan
Ethar Khalaf Alhumeisat Prince Al Hussein bin Abdullah II Academy for Civil Protection, Al Balqa Applied University, Jordan
Najwan Ibrahim Jadallah Business and Economics, Palestine Technical University –Khadoorie, Ramallah, Palestine
Hussein N. E. Edrees Data Management and Decision Support Office, King Faisal University, Al-Ahsa, Saudi Arabia
Nadir Aliane Management Department, College of Business Administration, King Faisal University, Al-Ahsa 31982, Saudi Arabia
Amer A. N. Al-Qutaish Strategic Planning and Institutional Identity Administration, King Faisal University, Al-Ahsa, Saudi Arabia
Abu Elnasr E. Sobaih Strategic Planning and Institutional Identity Administration, King Faisal University, Al-Ahsa, Saudi Arabia

DOI:

https://doi.org/10.63332/joph.v5i3.938

Keywords:

Artificial intelligence (AI), AI chatbot, anthropomorphism, attitude, electronic word of mouth, perceived interactivity, trust in technology

Abstract

This study investigates the determinants of chatbot adoption intention in Jordan's civil status and passport department, with a particular focus on technology trust as a moderating variable. Drawing on the Technology Acceptance Model (TAM), we developed and tested hypotheses regarding chatbot adoption factors. The research employed a quantitative approach, collecting data from 687 valid respondents out of 743 distributed questionnaires. Analysis using Smart-PLS software revealed that most examined factors positively influenced adoption intentions, with one notable exception: ease of use showed no significant impact on user attitudes. The findings confirmed that positive attitudes toward chatbots significantly enhanced adoption intentions, while trust in technology strengthened this attitude-intention relationship. This study extends existing theoretical frameworks by providing empirical evidence from a Middle Eastern context, specifically in Jordan's public sector, offering valuable insights for both researchers and practitioners implementing chatbot solutions in public services. The results particularly emphasize how trust in technology shapes user acceptance in the Jordanian context, contributing new perspectives to the current understanding of chatbot adoption dynamics.