User satisfaction with the service quality of ChatGPT

초록

The present study identified the attributes of generative AI services provided by enterprises that affect satisfaction and dissatisfaction. The KANO model was validated on the data collected from two-hundred respondents participated in the present work. The results from an KANO model analysis indicate that (1) ChatGPT's service quality factors were categorized into the sector of must-be quality, attractive quality, and one-dimensional quality, presenting a positive image to users; and (2) service improvement efforts in attractive quality factors had strong influence on satisfaction, whereas service improvement efforts in must-be quality factors had weak influence on satisfaction. The findings from the study should be applied by companies using ChatGPT to establish effective ChatGPT utilization strategies.

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