关键词： 智能政务服务, 公众信任, 个体感知, 政府程序声誉, 调查实验

Abstract: Despite the increasing integration of generative AI into public service delivery,the question of how it influences public trust remains unresolved.Drawing on the Information Systems Success Model,individual perception theory,and reputation management theory,this study develops a conceptual framework that links AI-facilitated government services to public trust.The model incorporates individuals' perceptions of satisfaction,benefits,effort,and privacy-security as mediating variables,and government procedural reputation as a moderating variable.A 2 (high-level vs.low-level AI-facilitated service)× 2 (absence vs.presence of procedural reputation intervention) scenario-based survey experiment,set in the context of immigration procedures,was conducted to examine this relationship and its underlying mechanisms.The findings demonstrate that AI-facilitated services sequentially enhance perceptions of government honesty,benevolence,and competence.Individual perceptions partially mediate the relationship between AI-facilitated services and public trust,while procedural reputation intervention moderates the effect of such services on individual perceptions.Consequently,governments should prioritize enhancing the quality of AI-facilitated services,improving citizen perceptions,and strategically managing procedural reputation to effectively consolidate and strengthen public trust.

Key words: AI-facilitated government services, public trust, individual perception, government procedural reputation, survey experiment