USER SATISFACTION WITH THE CHAT GPT IN ATTAINING SUSTAINABLE DEVELOPMENT GOALS

Abstract

The emergence of artificial intelligence, particularly with the popular tool Chat GPT, has had a profound impact on all aspects of human existence. At the same time, the concept of sustainable development has undergone significant evolution in recent decades, with deepened theoretical understanding and widespread application in academic, institutional, and practical contexts. This evolution has been driven by the fear of depleting resources for future generations. The concept of sustainability is rooted in the idea of balanced economic development, social well-being, and environmental preservation. In modern socio-economic processes, the concept of sustainable development plays a crucial role, as evidenced by the adoption of the Sustainable Development Goals (SDGs) as a fundamental framework for national economies and the planet as a whole. The 5.0 industrial revolution has further integrated the need for continued development of AI and sustainable practices. The aim of this paper is to assess the level of satisfaction of ChatGPT users in achieving the SDGs. In order to consider both divergent and convergent interpretive directions, various methodological approaches to theoretical concepts were utilized. Empirical research was conducted using an adapted version of the SERQUAL model, with each dimension of the model being applied to the Chat GPT. The study collected primary data from a sample of 250 respondents. The results obtained were processed by calculating the difference between the average values of perceived and expected grades, and by conducting a t-test for dependent (paired) samples. The findings indicate that the respondents expressed a high level of satisfaction with the dimensions of reliability, responsiveness, assurance, and empathy. However, there was a lower level of satisfaction in the dimension of tangibility, suggesting a certain level of dissatisfaction. A statistically significant difference was found between the perceived and expected level of service in all dimensions, except for tangibles, where no significant difference was observed. Future research should examine this topic across at least five countries and enhance the sample size to 500 participants to provide a more comprehensive understanding of the user satisfaction with Ghat GTP in the achievement of the SDGs. Additionally, optimizing the user experience may be necessary to improve the values in the tangibles dimension.