The present study examines the impact of different dimensions of municipal service experience on citizen loyalty. Focusing on the critical role of employees and new technologies such as artificial intelligence, this study seeks to gain a deeper understanding of the factors affecting citizen satisfaction and loyalty. In this regard, the mediating role of citizen interaction and the moderating role of employees' emotional intelligence have been examined as a framework for analyzing complex relationships between variables. The ultimate goal is to provide practical solutions to improve service quality and increase citizen loyalty in the municipalities of Gonabad, Kakhak, and Bidokth. Statistical data processing was performed at the descriptive level with SPSS and at the inferential level using structural equations and SmartPLS 4 software. The research method is descriptive-survey and applied, and the sampling method is non-probability sampling, which was collected from the citizens of Gonabad, Kakhak, and Bidokth. The research instrument was a standard questionnaire. The reliability and validity of the questionnaire were also assessed and confirmed using Cronbach's alpha test, composite reliability, and convergent and divergent validity. The results of structural equation analysis showed that both variables of service experience with employees and service experience with artificial intelligence significantly affect interaction with citizens in Gonabad, Kakhak, and Bidokth municipalities. Also, interaction with citizens, in turn, significantly affects citizen loyalty. These findings indicate that citizen interaction plays a significant mediating role in the relationship between service experience with employees and citizen loyalty. In examining the moderating role, it was found that employees' emotional intelligence significantly strengthens the relationship between service experience with employees and interaction with citizens; however, the effect of service experience with artificial intelligence on interaction with citizens was not significant with the moderating role of emotional intelligence.