影响人工智能聊天系统用户体验的因素--基于因素分析和线性回归的满意度研究

IF 2.5 4区 计算机科学 Q2 COMPUTER SCIENCE, CYBERNETICS
Kybernetes Pub Date : 2024-05-07 DOI:10.1108/k-10-2023-2237
JiaMan Xing, Qianling Jiang
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引用次数: 0

摘要

目的自从杰出的网络人工智能聊天系统 ChatGPT 问世以来,它在学术界和商业界都产生了重大影响。许多研究已经开始探索它在各个领域的潜在应用。然而,从用户体验角度出发的研究还很缺乏。为了填补这一理论空白,为相关服务的运营和设计提供理论依据,本研究计划开发一套人工智能聊天系统用户体验评价量表,并探讨各种因素与用户满意度之间的关系。随后,这些指标被用作问卷项目,并与满意度指标相结合。研究结果本研究发现,影响用户体验的因素包括有用性、准确性、逻辑推理、交互性、成长性、拟人化、便利性、可信性、易用性、创造性和安全性。在这些因素中,只有准确性、拟人化、创造性和安全性通过有用性间接影响了满意度,其余因素都对用户满意度有直接的积极影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Factors influencing user experience in AI chat systems – a satisfaction study based on factor analysis and linear regression

Purpose

Since the introduction of the outstanding web AI chat system, ChatGPT, it has caused a significant impact in both academia and the business world. Many studies have started to explore its potential applications in various fields. However, there is a lack of research from the perspective of user experience. To fill this theoretical gap and provide a theoretical basis for the operation and design of related services, this study plans to develop a set of evaluation scales for AI chat system user experience and explore the relationship between various factors and user satisfaction.

Design/methodology/approach

This study obtained 41 evaluation indicators through literature review and user research. Subsequently, these indicators were used as questionnaire items, combined with satisfaction metrics. A total of 515 questionnaires were distributed, and factor analysis and linear regression were employed to determine the specific elements influencing user experience and the user satisfaction model.

Findings

This study found that the factors influencing user experience are usefulness, accuracy, logical inference, interactivity, growth, anthropomorphism, convenience, credibility, ease of use, creativity, and security. Among these factors, only accuracy, anthropomorphism, creativity, and security indirectly influence satisfaction through usefulness, while the rest of the factors have a direct positive impact on user satisfaction.

Originality/value

This study provides constructive suggestions for the design and operation of related services and serves as a reference for future theoretical research in this area.

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来源期刊
Kybernetes
Kybernetes 工程技术-计算机:控制论
CiteScore
4.90
自引率
16.00%
发文量
237
审稿时长
4.3 months
期刊介绍: Kybernetes is the official journal of the UNESCO recognized World Organisation of Systems and Cybernetics (WOSC), and The Cybernetics Society. The journal is an important forum for the exchange of knowledge and information among all those who are interested in cybernetics and systems thinking. It is devoted to improvement in the understanding of human, social, organizational, technological and sustainable aspects of society and their interdependencies. It encourages consideration of a range of theories, methodologies and approaches, and their transdisciplinary links. The spirit of the journal comes from Norbert Wiener''s understanding of cybernetics as "The Human Use of Human Beings." Hence, Kybernetes strives for examination and analysis, based on a systemic frame of reference, of burning issues of ecosystems, society, organizations, businesses and human behavior.
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