A Cross-Cultural Survey of Trust, Perceived Usefulness, and Service Satisfaction in East Asian Cities

• In Event: Artificial Intelligence and Smart Policymaking in South Korea

Abstract

While artificial intelligence (AI) has been rapidly integrated into public management worldwide, empirical understanding of how the public perceives AI in local government service delivery remains limited—particularly in the context of East Asian cities. The absence of comparative, data-driven insights into public attitudes and perceptional dynamics fills a significant gap in both theory and practice. This study addresses the gap by conducting a cross-national survey of residents in Beijing and Seoul (n = 1000) to examine the relationship between perceived level of AI accessibility and public service experiences. Employing multivariate statistical analysis, the findings reveal that: (a) a perceived high level of AI accessibility significantly enhances citizens’ perception of service accessibility; (b) the level of AI accessibility is positively associated with overall satisfaction with local government services; (c) AI is widely perceived as beneficial in optimizing resource allocation, streamlining service processes, reducing operational costs, enhancing public safety, and supporting environmental crisis management; and (d) compared to Chinese respondents, Korean respondents exhibit more unfavorable attitudes toward AI, underscoring the influence of institutional and cultural contexts on public perception. By offering micro-level empirical evidence, this study contributes to a more nuanced understanding of the interaction between citizens and emerging technologies. The findings provide actionable insights for local governments seeking to balance technological innovation with citizen-centered governance, and to enhance policy acceptance, service quality, and public trust in the era of AI-driven administration.

Authors

• Luping Hu, Xiangtan University
  Presenting Author

• HyoungAh Kim, Jeju National University
  Presenting Author