Using AI chatbots (e.g., CHATGPT) in seeking health-related information online: The case of a common ailment
In the age of AI, healthcare practices and patient-provider communications can be significantly transformed via AI-based tools and systems that distribute Intelligence on the Internet. This study employs a quantitative approach to explore the public value perceptions of using conversational AI (e.g....
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2025-03-01
|
| Series: | Computers in Human Behavior: Artificial Humans |
| Subjects: | |
| Online Access: | http://www.sciencedirect.com/science/article/pii/S2949882125000118 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1823864284877160448 |
|---|---|
| author | Pouyan Esmaeilzadeh Mahed Maddah Tala Mirzaei |
| author_facet | Pouyan Esmaeilzadeh Mahed Maddah Tala Mirzaei |
| author_sort | Pouyan Esmaeilzadeh |
| collection | DOAJ |
| description | In the age of AI, healthcare practices and patient-provider communications can be significantly transformed via AI-based tools and systems that distribute Intelligence on the Internet. This study employs a quantitative approach to explore the public value perceptions of using conversational AI (e.g., CHATGPT) to find health-related information online under non-emergency conditions related to a common ailment. Using structural equation modeling on survey data collected from 231 respondents in the US, our study examines the hypotheses linking hedonic and utilitarian values, user satisfaction, willingness to reuse conversational AI, and intentions to take recommended actions. The results show that both hedonic and utilitarian values strongly influence users' satisfaction with conversational AI. The utilitarian values of ease of use, accuracy, relevance, completeness, timeliness, clarity, variety, timesaving, cost-effectiveness, and privacy concern, and the hedonic values of emotional impact and user engagement are significant predictors of satisfaction with conversational AI. Moreover, satisfaction directly influences users' continued intention to use and their willingness to adopt generated results and medical advice. Also, the mediating effect of satisfaction is crucial as it helps to understand the underlying mechanisms of the relationship between value perceptions and desired use behavior. The study emphasizes considering not only the instrumental benefits but also the enjoyment derived from interacting with conversational AI for healthcare purposes. We believe that this study offers valuable theoretical and practical implications for stakeholders interested in advancing the application of AI chatbots for health information provision. Our study provides insights into AI research by explaining the multidimensional nature of public value grounded in functional and emotional gratification. The practical contributions of this study can be useful for developers and designers of conversational AI, as they can focus on improving the design features of AI chatbots to meet users’ expectations, preferences, and satisfaction and promote their adoption and continued use. |
| format | Article |
| id | doaj-art-e7a93ec5d3b74da7b2578fc5ce6668e9 |
| institution | Kabale University |
| issn | 2949-8821 |
| language | English |
| publishDate | 2025-03-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Computers in Human Behavior: Artificial Humans |
| spelling | doaj-art-e7a93ec5d3b74da7b2578fc5ce6668e92025-02-09T05:01:51ZengElsevierComputers in Human Behavior: Artificial Humans2949-88212025-03-013100127Using AI chatbots (e.g., CHATGPT) in seeking health-related information online: The case of a common ailmentPouyan Esmaeilzadeh0Mahed Maddah1Tala Mirzaei2Department of Information Systems and Business Analytics, College of Business, Florida International University (FIU), Modesto A. Maidique Campus, 11200 S.W. 8th St, RB 261B, Miami, FL, 33199, United States; Corresponding author., Information Systems & Operations Management Department, Suffolk University, Boston, United StatesDepartment of Information Systems and Business Analytics, College of Business, Florida International University (FIU), Modesto A. Maidique Campus, 11200 S.W. 8th St, RB 261B, Miami, FL, 33199, United StatesIn the age of AI, healthcare practices and patient-provider communications can be significantly transformed via AI-based tools and systems that distribute Intelligence on the Internet. This study employs a quantitative approach to explore the public value perceptions of using conversational AI (e.g., CHATGPT) to find health-related information online under non-emergency conditions related to a common ailment. Using structural equation modeling on survey data collected from 231 respondents in the US, our study examines the hypotheses linking hedonic and utilitarian values, user satisfaction, willingness to reuse conversational AI, and intentions to take recommended actions. The results show that both hedonic and utilitarian values strongly influence users' satisfaction with conversational AI. The utilitarian values of ease of use, accuracy, relevance, completeness, timeliness, clarity, variety, timesaving, cost-effectiveness, and privacy concern, and the hedonic values of emotional impact and user engagement are significant predictors of satisfaction with conversational AI. Moreover, satisfaction directly influences users' continued intention to use and their willingness to adopt generated results and medical advice. Also, the mediating effect of satisfaction is crucial as it helps to understand the underlying mechanisms of the relationship between value perceptions and desired use behavior. The study emphasizes considering not only the instrumental benefits but also the enjoyment derived from interacting with conversational AI for healthcare purposes. We believe that this study offers valuable theoretical and practical implications for stakeholders interested in advancing the application of AI chatbots for health information provision. Our study provides insights into AI research by explaining the multidimensional nature of public value grounded in functional and emotional gratification. The practical contributions of this study can be useful for developers and designers of conversational AI, as they can focus on improving the design features of AI chatbots to meet users’ expectations, preferences, and satisfaction and promote their adoption and continued use.http://www.sciencedirect.com/science/article/pii/S2949882125000118Artificial intelligenceConversational AICHATGPTUtilitarian valueHedonic value |
| spellingShingle | Pouyan Esmaeilzadeh Mahed Maddah Tala Mirzaei Using AI chatbots (e.g., CHATGPT) in seeking health-related information online: The case of a common ailment Computers in Human Behavior: Artificial Humans Artificial intelligence Conversational AI CHATGPT Utilitarian value Hedonic value |
| title | Using AI chatbots (e.g., CHATGPT) in seeking health-related information online: The case of a common ailment |
| title_full | Using AI chatbots (e.g., CHATGPT) in seeking health-related information online: The case of a common ailment |
| title_fullStr | Using AI chatbots (e.g., CHATGPT) in seeking health-related information online: The case of a common ailment |
| title_full_unstemmed | Using AI chatbots (e.g., CHATGPT) in seeking health-related information online: The case of a common ailment |
| title_short | Using AI chatbots (e.g., CHATGPT) in seeking health-related information online: The case of a common ailment |
| title_sort | using ai chatbots e g chatgpt in seeking health related information online the case of a common ailment |
| topic | Artificial intelligence Conversational AI CHATGPT Utilitarian value Hedonic value |
| url | http://www.sciencedirect.com/science/article/pii/S2949882125000118 |
| work_keys_str_mv | AT pouyanesmaeilzadeh usingaichatbotsegchatgptinseekinghealthrelatedinformationonlinethecaseofacommonailment AT mahedmaddah usingaichatbotsegchatgptinseekinghealthrelatedinformationonlinethecaseofacommonailment AT talamirzaei usingaichatbotsegchatgptinseekinghealthrelatedinformationonlinethecaseofacommonailment |