功能导向还是娱乐导向?ChatGPT使用类型对用户满意度的影响研究

Utilitarian Use vs.Hedonic Use?The Influence of ChatGPT Usage Type on User Satisfaction

在不同的使用场景下,用户对ChatGPT的期望和需求可能存在显著差异,这直接影响了用户的使用体验和满意度。现有关于ChatGPT使用满意度的研究相对有限,本研究从ChatGPT使用类型切入,立足于期望不一致理论,探讨ChatGPT的不同使用类型(功能导向vs娱乐导向)对用户满意度的影响,并力图揭示其后的作用机制。通过开展一项嵌入于真实情境的单因素组间随机实验,研究者发现,与功能导向的ChatGPT使用相比,娱乐导向ChatGPT使用场景下用户的满意度更高。具体而言,在答案准确性和完整性满意度上,娱乐导向的ChatGPT使用显著高于功能导向使用,而在答案时效性方面,两组不存在显著差异。此外,挫败感在ChatGPT使用类型与用户满意度之间起中介作用。与功能导向ChatGPT使用相比,娱乐导向使用情境中的用户挫败感更弱,进而导致了更高的满意度。

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.