The Impact of Usability and Reliability on ChatGPT Satisfaction among Gen Z and Gen Y

Pejić Bach Mirjana (), Palić Mirko () and Šimičević Vanja ()
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Pejić Bach Mirjana: University of Zagreb, Faculty of Economics and Business, Croatia
Palić Mirko: University of Zagreb, Faculty of Economics and Business, Croatia
Šimičević Vanja: University of Libertas, Zagreb, Croatia

Organizacija, 2025, vol. 58, issue 3, 211-226

Abstract: 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.

Keywords: Artificial intelligence; Large language models (LLM); Marketing; User satisfaction; Croatia; ChatGPT (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:organi:v:58:y:2025:i:3:p:211-226:n:1001

DOI: 10.2478/orga-2025-0013

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