Abstract

This study examined the impact of users’ cognitive and emotional trust in using ChatGPT service on their satisfaction with ChatGPT, at a time when ChatGPT-4 is rapidly spreading and its performance is improving. The analysis results showed that the quality factors of generative ChatGPT (system quality, service quality, information quality) have a positive effect on both cognitive and emotional trust. Trust (cognitive trust, emotional trust) was also found to have a positive impact on user satisfaction. Furthermore, these findings highlight that, with the increasing universality of information and advancements in AI technology, service quality evaluation is becoming an important factor of interest. In particular, since generative artificial intelligence technologies such as ChatGPT are expected to have a significant impact on users’ use of information, libraries need to think ahead about the pros and cons and problems of these technologies and use them as a basis for further improving the library’s information services.