RESEARCH PAPERS

Analysis of the Driving Factors Behind Users Preference for Government Service Robots

  • Zhang Min ,
  • Xu Yang
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  • School of Information Management, Central China Normal University, Wuhan 430079
Zhang Min, Professor, PhD, Doctoral Supervisor, E-mail: zhangmin74@ccnu.edu.cn; Xu Yang, Doctoral Candidate.

Received date: 2025-03-17

  Revised date: 2025-06-07

  Online published: 2026-05-07

Supported by

This work is supported by the major program of National Social Science Fund of China, titled “Research on Theories, Methods and Applications of Measurement and Evaluation of Digital Government Construction Effectiveness” (Grant No.23&ZD081).

Abstract

[Purpose/Significance] This study systematically reviews the current development of government service robots, explores multidimensional factors influencing user preference, and provides theoretical and empirical foundations for establishing user-friendly and efficient government service systems. [Method/Process] Based on the behavioral reasoning theory, the mind perception theory, status quo bias theory, and procedural fairness theory, it constructs a multidimensional and higher-order research model of user preference for government service robots. This model elucidates the formation mechanism of user preference through dual pathways of acceptance and rejection toward government service robots. [Result/Conclusion] The results confirm the significant impact of values on reasons and attitudes, as well as the impact of reasons on attitudes and user preference. Functional values and public values are key in shaping values. Competence is an important factor to form the user acceptance reasons. And perceived risk is the core factor to form the user rejection reasons.

Cite this article

Zhang Min , Xu Yang . Analysis of the Driving Factors Behind Users Preference for Government Service Robots[J]. Library and Information Service, 2026 , 70(10) : 19 -31 . DOI: 10.13266/j.issn.0252-3116.2026.10.002

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