Digital Governance Through Self-Regulation A user-developer perspective of AI chatbots
Main Article Content
Keywords
AI ChatBot, User-Centric Development, QoS, Digital Governance, QoE
Abstract
User-centric development of digital applications must integrate user feedback, developer channels, and regulatory compliance, yet lacks a standardised framework. The rapid rise of AI exacerbates auditing and governance challenges, with self-regulation prevailing but requiring scrutiny of user and developer concerns. This paper analyses the top 10 AI chatbot apps on Google Play Store via a three-prong approach. First, sentiment analysis of 117,353 user reviews using two algorithms reveals sentiments on policy and governance. Second, evaluation of 15 preset developer compliance parameters shows self-declared adherence. Third, comparative results indicate only 69% compliance, despite these apps' high popularity and downloads. Users prioritise experience quality, while developers emphasise service quality. The study exposes self-regulation gaps in AI chatbots, advocating for a standard compliance score on app stores and enhanced citizen digital awareness to bridge divides.
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Haque, M. R., & Rubya, S. (2023). An overview of chatbot-based mobile mental health apps: insights from app description and user reviews. JMIR mHealth and uHealth, 11(1), e44838.
Henman, P. (2020). Improving public services using artificial intelligence: Possibilities, pitfalls, governance. Asia Pacific Journal of Public Administration, 42(4), 209–221. https://doi.org/10.1080/23276665.2020.1816188
Javaid, M., Haleem, A., & Singh, R. P. (2023). ChatGPT for healthcare services: An emerging stage for an innovative perspective. BenchCouncil Transactions on Benchmarks, Standards and Evaluations, 3(1), 100105. https://doi.org/10.1016/j.tbench.2023.100105
Jobin, A., Ienca, M., & Vayena, E. 2019. The global landscape of AI ethics guidelines. Nature Machine Intelligence, 1(9): 389–399.
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2025-10-15
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Navaratna, A. R., & Saxena, D. (2025). Digital Governance Through Self-Regulation: A user-developer perspective of AI chatbots. Journal of Telecommunications and the Digital Economy, 13(3), 1-29. https://doi.org/10.18080/jtde.v13n3.1077
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Digital Economy & Society
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
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Author Biography
Deepak Saxena, School of Management and Entrepreneurship, Indian Institute of Technology, Jodhpur, Rajasthan
Deepak Saxena is faculty in School of Management and Entrepreneurship, IIT Jodhpur. He holds a PhD in Management Information Systems from Trinity College Dublin (Ireland). After obtaining his PhD, he worked with Trinity College Dublin (Postdoctoral Research Fellow), Dublin Institute of Technology (Lecturer), and Birla Institute of Technology & Science Pilani (Assistant Professor). His area of interest includes digital transformation and responsible AI.
ORCID ID: 0000-0002-9331-3799
How to Cite
Navaratna, A. R., & Saxena, D. (2025). Digital Governance Through Self-Regulation: A user-developer perspective of AI chatbots. Journal of Telecommunications and the Digital Economy, 13(3), 1-29. https://doi.org/10.18080/jtde.v13n3.1077
