Influence of ChatGPT in professional communication moderating role of perceived innovativeness
subject: ChatGPT; Information quality; Information system success model; Perceived innovativeness; Professional communication; Service quality; System quality
description: Purpose: ChatGPT, a cutting-edge language model, stands as an unparalleled, unmatched conversational ally, showcasing novel versatility and intelligence in its responses. This research delves into the incorporation of ChatGPT, a powerful generative AI tool, into professional communication. This study utilizes the information system success model (ISSM) to examine the role of ChatGPTs in strengthening information quality (IQ), system quality (SQ) and service quality (SEQ) for improving customer usage intention (UI) and satisfaction (SAT). The study also investigates the moderating impact of perceived innovativeness between these relationships. Design/methodology/approach: The research collected data from a sample of 400 customers through an online survey and validated the hypothesized relationships using structural equation modelling (SEM). Process Macros 4.1 in SPSS 22.0 is used to test the moderating role of perceived innovation between IQ, SQ and SEQ and UI and SAT. Findings: The results of SEM analysis indicate that IQ, SQ and SEQ all positively support UI to use ChatGPT for professional communication with SAT. The result also establishes that perceived innovativeness positively moderates the relationship between IQ, SQ and SEQ and UI and SAT. Originality/value: This research study offers novel contributions to the literature and body of knowledge by establishing the moderating role of perceived innovativeness in strengthening the relationship between IQ, SQ and SEQ and UI and SAT. Further, this study also proposes a 2*2 matrix to segment the UI and SAT of ChatGPT users in professional communication with varying degrees of perceived innovativeness. 2024, Emerald Publishing Limited.
creator: Mathur S.; Anand V.; Sharma D.; Vishnoi S.K.
source: International Journal of Information and Learning Technology, Vol-42, No. 1, pp. 107-126.
publisher: Emerald Publishing
date: 2025-01-01
rights: Restricted Access
relation: ISSN: 20564880
format: Online
language: English
type: Article
coverage: Mathur S., Christ University, Bengaluru, India; Anand V., Christ University, Bengaluru, India; Sharma D., Christ University, Bengaluru, India; Vishnoi S.K., Institute of Management Studies, Ghaziabad, India