ÜRETKEN YAPAY ZEKÂ UYGULAMALARINDAN ALGILANAN KULLANICI DENEYİMİNİN MEMNUNİYET VE KULLANIMI SÜRDÜRME NİYETİ ÜZERİNDEKİ ETKİLERİ

Yıl 2026, Cilt: 24 Sayı: 59, 398 - 424, 24.01.2026

Mert İnal , Atif Çağlar Ababay , Erkan Bil , Gülay Keskin , Nihan Tomris Küçün

https://doi.org/10.35408/comuybd.1842862

Öz

Bu araştırma, üretken yapay zekâ uygulamaları bağlamında çok boyutlu bir yapı olarak ele alınan algılanan kullanıcı deneyiminin kullanıcı memnuniyeti ve kullanımı sürdürme niyeti üzerindeki etkilerini incelemektedir. Beklenti–Onay Teorisi ve Teknoloji Kabul Modeli’ni kuramsal temel alan ve literatürdeki mevcut ampirik ve kavramsal çalışmalardan beslenen araştırmada, kullanıcı deneyiminin kullanıcı memnuniyetini pozitif yönde etkilediği; kullanıcı memnuniyetinin ise üretken yapay zekâ teknolojilerinin kullanımını sürdürme niyetinin oluşumunda belirleyici bir rol üstlendiği varsayılan bütüncül bir kavramsal çerçeve önerilmektedir. Ayrıca, kullanıcı memnuniyetinin, kullanıcı deneyimi ile kullanımı sürdürme niyeti arasındaki ilişkide aracı bir etkiye sahip olduğu öngörülmektedir. Araştırmanın evrenini, daha önce üretken yapay zekâ uygulamalarını kullanma deneyimine sahip bireyler oluşturmaktadır. Veriler, çevrim içi anket yöntemi kullanılarak toplam 625 katılımcıdan toplanmıştır. Üretken yapay zekâ uygulamalarını kullanmadığını belirten katılımcılar ile uç değer analizi sonucunda elenen gözlemler veri setinden çıkarılmış ve analizler 548 geçerli gözlem üzerinden gerçekleştirilmiştir. Veri analiz sürecinde IBM SPSS 20 ve SmartPLS 4 programlarından yararlanılmıştır. Ölçüm modelinin geçerlik ve güvenirliği doğrulayıcı faktör analizi ile değerlendirilmiş; araştırma kapsamında geliştirilen hipotezler ise kısmi en küçük kareler yapısal eşitlik modellemesi (PLS-SEM) yöntemiyle test edilmiştir. Elde edilen bulgular, olumlu bir üretken yapay zekâ kullanıcı deneyiminin kullanıcı memnuniyetini güçlü ve anlamlı biçimde artırdığını; kullanıcı memnuniyetinin ise kullanımı sürdürme niyeti üzerinde belirgin ve pozitif bir etkiye sahip olduğunu ortaya koymaktadır. Ayrıca, kullanıcı deneyiminin kullanımı sürdürme niyeti üzerindeki etkisinin, kullanıcı memnuniyeti aracılığıyla dolaylı olarak gerçekleştiği belirlenmiştir. Bu sonuçlar, üretken yapay zekâ uygulamalarının uzun vadeli benimsenmesi ve sürdürülebilir kullanımının sağlanmasında kullanıcı deneyimi ve memnuniyetinin kritik bir öneme sahip olduğunu göstermektedir. Çalışma, üretken yapay zekâ teknolojilerinin kullanıcı odaklı tasarımı ve sürdürülebilir gelişimi bağlamında hem kuramsal hem de uygulamaya yönelik önemli katkılar sunmaktadır.

Anahtar Kelimeler

Üretken Yapay Zeka Kullanıcı Deneyimi , Memnuniyet , Kullanımı Sürdürme Niyeti

THE EFFECTS OF PERCEIVED USER EXPERIENCE WITH GENERATIVE ARTIFICIAL INTELLIGENCE APPLICATIONS ON SATISFACTION AND CONTINUANCE INTENTION

Öz

This study examines the effects of perceived user experience—conceptualized as a multidimensional construct in the context of generative artificial intelligence (AI) applications—on user satisfaction and continuance intention. Grounded in Expectation–Confirmation Theory and the Technology Acceptance Model, and informed by prior empirical and conceptual research, the study proposes a comprehensive conceptual framework in which user experience positively influences user satisfaction, and satisfaction plays a decisive role in shaping users’ intention to continue using generative AI technologies. In addition, user satisfaction is hypothesized to function as a mediating mechanism in the relationship between user experience and continuance intention. The research sample consists of individuals with prior experience using generative AI applications. Data were collected through an online survey administered to 625 participants. Respondents without generative AI usage experience and outliers identified through statistical screening were excluded from the dataset, resulting in 548 valid observations for analysis. Data analysis was conducted using IBM SPSS 20 and SmartPLS 4. The validity and reliability of the measurement model were assessed through confirmatory factor analysis, while the proposed hypotheses were tested using partial least squares structural equation modeling (PLS-SEM). The findings indicate that a favorable generative AI user experience significantly and positively enhances user satisfaction, which, in turn, exerts a strong and positive effect on continuance intention. Furthermore, the effect of user experience on continuance intention is found to occur indirectly through user satisfaction. These results highlight the critical role of user experience and satisfaction in fostering the long-term adoption and sustainable use of generative AI applications. The study offers important theoretical and practical contributions to the user-centered design and sustainable development of generative AI technologies.

Anahtar Kelimeler

Generative Artificial Intelligence User Experience , Satisfaction , Continuance Intention

Kaynakça

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