Trust Transfer in the Adoption of AI-Enabled Public Services in Sweden: Qualitative study exploring factors shaping Trust Transfer in AI-enabled public services
2025 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE credits
Student thesis
Abstract [en]
The assertion that trust is needed in today’s society has been widely acknowledged across various domains. As public sector organizations are increasingly adopting AI-driven services, trust becomes a central requirement for the successful implementation of these systems. However, recent studies have insufficiently explored how citizens' trust in traditional public institutions is transferred when services are delivered through AI-enabled services. While the theory of trust transfer has been examined across many sectors and contexts, its application in AI-enabled public services remains under-theorized. This study aims to explore how trust transfer is reshaped in the adoption of AI-enabled public services, focusing on the Swedish context. A qualitative methodology was employed, using semi-structured interviews with 15 citizens. Thematic analysis revealed novel insights that emerged within three key themes: (1) communication strategy, (2) AI quality, and (3) control and accountability. The study uncovers shifting practices in media use, changing in values and roles. Moreover, shifting attitudes toward privacy, institutional obligations, and individual rights. In the AI age, these changes appear to constitute the new normal of trust transfer in the adoption of AI-enabled public services in Sweden.
Place, publisher, year, edition, pages
2025.
Keywords [en]
Trust, trust transfer theory, AI-enabled public services, and public sector
National Category
Social Sciences Information Systems
Identifiers
URN: urn:nbn:se:hh:diva-56318OAI: oai:DiVA.org:hh-56318DiVA, id: diva2:1967498
Subject / course
Business
Educational program
Master's Programme (120 credits) in Digital Service Innovation, 120 credits
Presentation
2025-05-26, 17:13 (English)
Supervisors
Examiners
2025-06-122025-06-112025-10-01Bibliographically approved