Assessing the Benefits of ChatGPT for Business: An Empirical Study on Organizational Performance

Abstract

Companies strive to cultivate an innovative and creative organizational culture that bolsters organizational performance. In this context, businesses have started introducing ChatGPT to their users. For this investigation, the DeLone and McLean's Information Systems Success model (D&M IS) was employed. This study explored the factors that influence user satisfaction and benefits related to the three quality components of ChatGPT: system quality, information quality, and service quality. It also examined whether these components positively impact organizational performance. A total of 361 questionnaires from actual businesses were collected and analyzed using structural equation modeling. The survey revealed that the system quality, information quality, and service quality of ChatGPT have favorable impacts on user satisfaction and benefits. Among these, service quality exerted the most significant impact. However, the moderating effect of a flexible organizational culture was not evident. Our study contributes to the knowledge base regarding how the system, information, and service quality of ChatGPT influence productivity within an organization. As the ChatGPT system is still in its nascent stage, it currently does not have a substantial impact on the flexible organizational culture. However, as it evolves and reaches a specific and higher level in the future, it may play a significant role in enhancing long-term organizational performance.