Utilitarian Use vs.Hedonic Use?The Influence of ChatGPT Usage Type on User Satisfaction
ChatGPT users may have different expectations and needs in different usage scenarios,and these differences are supposed to influence users'experience and satisfaction.Thus far,scarce scholarly efforts have been devoted to unraveling ChatGPT users'satisfaction,leaving space for the current work.Based on the expectancy disconfirmation theory,this study disentangles the impacts of different ChatGPT usage types(i.e.,utilitarian use vs.hedonic use)on users'satisfaction,along with the underlying mechanism.A two-condition between-subject experiment revealed that ChatGPT users expressed higher satisfaction in the hedonic use condition compared to the utilitarian use condition.Specifically,users in the hedonic use condition were more satisfied with ChatGPT's response accuracy and completeness than their counterparts.However,no significant difference was detected between the two conditions in terms of response timeliness.Additionally,frustration plays a mediating role in the relationship between ChatGPT usage type and users'satisfaction.Compared to utilitarian use,users in the hedonic use condition experienced a lower level of frustration,leading to a higher level of satisfaction.
AIGCArtificial Intelligence(AI)Usage ScenarioFrustrationExpectancy Disconfirmation Theory
万方数据
维普
