The Impact of Usability and Reliability on ChatGPT Satisfaction among Gen Z and Gen Y
Published Online: Aug 12, 2025
Page range: 211 - 226
Received: Apr 04, 2024
Accepted: Mar 03, 2025
DOI: https://doi.org/10.2478/orga-2025-0013
Keywords
© 2025 Mirjana Pejić Bach et al., published by Sciendo
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Background/Purpose
ChatGPT’s rapid diffusion has transformed large-language-model (LLM) technology from a specialist tool into a mainstream companion for study and work. However, empirical evidence on what drives user satisfaction outside medical settings remains scarce. Focusing on future business and management professionals in Croatia, this study examines how perceived ease of use and perceived reliability shape satisfaction with ChatGPT and whether those effects differ between Generation Z (18–25 years) and Generation Y (26–35 years).
Methodology
An online survey administered in August 2024 yielded 357 valid responses. The measurement model met rigorous reliability and validity criteria (CFI = 0.96, SRMR = 0.04).
Results
Structural-equation modelling showed that, in the pooled sample, ease of use (β = 0.42) and reliability (β = 0.46) jointly explained 72 % of satisfaction. Multi-group analysis revealed a generational split: both predictors were significant for Gen Z. However, only reliability remained significant for Gen Y. Gaussian graphical models corroborated these findings, indicating a densely interconnected attitude network for younger users and a reliability-centred network for older users.
Conclusion
The study extends technology-acceptance research to the management domain, underscores the moderating role of generation and illustrates the value of combining SEM with network analytics. Insights inform designers and educators aiming to foster informed, responsible and gratifying engagement with generative AI.