한국IT서비스학회지 (Journal of Information Technology Services)

한국IT서비스학회 (Korea Society of IT Services)
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ChatGPT 사용 만족도에 미치는 영향 요인: 신뢰성의 매개효과

Factors Influencing User's Satisfaction in ChatGPT Use: Mediating Effect of Reliability

  • 박기호 (호서대학교 경영대학 디지털기술경영학과) ;
  • 이군호 (호서대학교 일반대학원)
  • Ki Ho Park ;
  • Jun Hu Li
  • 투고 : 2024.02.27
  • 심사 : 2024.04.30
  • 발행 : 2024.04.30
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초록

Recently, interest in ChatGPT has been increasing. This study investigated the factors influencing the satisfaction of users using ChatGPT service, a chatbot system based on artificial intelligence technology. This paper empirically analyzed causality between the four major factors of service quality, system quality, information quality, and security as independent variables and user satisfaction of ChatGPT as dependent variable. In addition, the mediating effect of reliability between the independent variables and user's satisfaction was analyzed. As a result of this research, except for information quality, among the quality factors, security and reliability had a positive causality with use satisfaction. Reliability played a mediating role between quality factors, security, and user satisfaction. However, among quality factors, the mediating effect of reliability between service quality and user's satisfaction was not significant. In conclusion, in order to increase user satisfaction with new technology-based services, it is important to create trust among users. The research results sought to emphasize the importance of user trust in establishing development and operation strategies for artificial intelligence systems, including ChatGPT.

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