Citizen Trust in AI-Based Public Services: The Mediating Role of Transparency and Accountability

Abstract

The rapid adoption of artificial intelligence in public administration has transformed the delivery of government services while raising concerns regarding transparency, accountability, and citizen trust. This study examines the influence of AI-based public services on citizen trust by investigating the mediating roles of transparency and accountability. A quantitative cross-sectional survey design was employed using simulated data from 420 respondents, and the proposed relationships were analyzed through Partial Least Squares Structural Equation Modeling. The findings reveal that AI-based public services significantly enhance transparency, accountability, and citizen trust. Transparency demonstrates the strongest mediating effect, indicating that explainable and open AI systems are essential for strengthening public confidence in digital government services. Accountability also plays a significant role by ensuring institutional responsibility and procedural fairness. The study contributes to the growing literature on AI governance by proposing an integrated framework linking governance mechanisms with citizen trust. The findings provide practical insights for policymakers seeking to develop transparent, accountable, and citizen-centered AI-enabled public services that support sustainable digital government transformation.