ChatGPT 사용 만족도에 미치는 영향 요인: 신뢰성의 매개효과

• 영문명: Factors Influencing User’s Satisfaction in ChatGPT Use:Mediating Effect of Reliability
• 발행기관: 한국IT서비스학회
• 저자명: 박기호(Ki Ho Park) 이군호(Jun Hu Li)
• 간행물 정보: 『한국IT서비스학회지』제23권 제2호, 99~116쪽, 전체 18쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2024.04.30

영문 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.

목차

1. 서론

2. 이론적 배경

3. 연구 방법

4. 분석 결과

5. 결론

참고문헌

키워드

ChatGPT Chatbot Service Quality System Quality Information Quality Security Artificial Intelligence