Development of Smart Repair Request System via Chatbot A Case Study of Local Government Organization at Huai Niao Subdistrict Municipality
Keywords:
chatbot, line chatbot, repair request system, public sector information technologyAbstract
Public infrastructure problem management in local government organizations continues to face challenges, including delays in reporting and tracking, lack of effective communication channels, and absence of transparent monitoring systems. While chatbot technology has been adopted by various organizations, there remains a lack of in-depth studies on implementing LINE chatbots for local-level public infrastructure problem management. This research aims to (1) develop a public infrastructure problem reporting and tracking system via LINE Chatbot for citizens in local government areas, and (2) evaluate system effectiveness in terms of accuracy, usability, and user satisfaction levels. The researchers employed a research and development approach by developing a prototype system integrated with the LINE API. The system was tested with a sample group of 135 participants in Huai Niao Subdistrict Municipality, comprising service users, operational staff, and information technology experts. Data were collected through system usage testing and satisfaction questionnaires, then analyzed using descriptive statistics. Research findings showed that the system effectively met user requirements, supporting repair reporting, GPS location identification, and interactive responses efficiently. User satisfaction evaluation results were at high levels (overall mean: 4.50 out of 5.00), particularly in terms of usability and response speed. This research demonstrates the potential of LINE Chatbots in improving public service quality, providing guidelines for local government organizations to implement technology for enhanced service efficiency and citizen participation in the digital era.
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