AI in the Workplace: Examining the Effects of ChatGPT on Information Support and Knowledge Acquisition

The rapid development and widespread adoption of artificial intelligence (AI) systems like ChatGPT in the workplace underscores the need for a comprehensive understanding of their implications on worker productivity, learning, and the determinants of their usage. This study elucidates the antecedents and outcomes of using ChatGPT among workers, employing a sample size of 351 participants across various industries, aged between 20 and 40. Structural equation modeling (SEM) was employed for the analysis, providing a robust perspective on the relationships between variables. The study discovered that perceived intelligence and self-learning of ChatGPT hold significant positive associations with information support and knowledge acquisition, both of which further influence the utilitarian benefits perceived by users, thereby shaping their intention to use ChatGPT. Utilitarian benefits were found to significantly enhance the intention to use ChatGPT but did not directly impact its actual usage. The intention to use ChatGPT, however, was found to positively correlate with its actual use. Among demographic factors, gender and age were identified as significantly influencing actual use, whereas the industry of users did not hold a significant impact. With these findings, this study offers a more profound understanding of how AI systems like ChatGPT can contribute to workplace productivity, and presents strategic insights for practitioners looking to effectively implement these technologies.