The study investigated how perceived workload, satisfaction, performance expectancy, and risk-benefit perception influenced users’ trust in Chat Generative Pre-Trained Transformer (ChatGPT). The analysis based on a survey conducted among adults in the United States revealed a negative relationship between perceived workload and user satisfaction, and a positive relationship between user satisfaction and trust. Trust also increased with performance expectancy. However, the relationship between the benefit-to-risk ratio of using ChatGPT and trust was insignificant. The findings highlight the importance of user-friendly design in AI-based applications to enhance user satisfaction and trust.
Publication date: 13 Nov 2023
Project Page: https://orcid.org/0009-0007-7786-3452
Paper: https://arxiv.org/pdf/2311.05632
