User satisfaction with the service quality of ChatGPT

IF 4.4 3区 管理学 Q2 BUSINESS
Kim Shin Young, Sang-Gun Lee, Ga Youn Hong
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引用次数: 0

Abstract

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.

Abstract Image

用户对 ChatGPT 服务质量的满意度
本研究确定了企业提供的生成式人工智能服务中影响满意度和不满意度的属性。KANO 模型在参与本研究的 200 名受访者的数据中得到了验证。KANO模型的分析结果表明:(1)ChatGPT的服务质量因素分为必备质量、吸引力质量和一维质量,在用户心目中呈现出积极的形象;(2)吸引力质量因素中的服务改进工作对满意度的影响较大,而必备质量因素中的服务改进工作对满意度的影响较弱。使用 ChatGPT 的公司应将研究结果用于制定有效的 ChatGPT 使用策略。
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来源期刊
Service Business
Service Business Multiple-
CiteScore
9.10
自引率
18.60%
发文量
39
期刊介绍: The mission of Service Business is to be an outlet for the most advanced research in business related to the service sector. The journal is designed to be international and multidisciplinary. Service Business focuses on business research for the service sector and provides a means of communication for those working in the business field of service and service industries irrespective of discipline, functional area, sector or nationality. Service Business is a journal for issues related to business in the service sector of the economy, focusing on both the profit and non-profit areas of the sector. Authors share their experiences in developing, implementing, and evaluating their business decisions and strategies and explore not only the latest research and methodologies in the field, but also examine the theoretical and managerial implications, and future research opportunities in service sector. An editorial review board of leading international scholars and practitioners assures content which encompasses rigorous conceptual and empirical papers, practice-oriented papers, teaching-oriented papers, special issues, case studies, book reviews, and conference reports. Every article published in the SB is subject to a double blind review process to ensure its relevance and quality.
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