Factors affecting Employees' Intention to use ChatGPT in the Telecommunications Sector (Case Study: Jordanian Telecommunications Companies)

ChatGPT has garnered significant attention across various sectors globally, including telecommunications, due to its transformative potential. While recognized for its benefits, concerns persist about its impact on communication quality. This study examines factors influencing employees' intention to adopt ChatGPT for communication purposes in Jordan, focusing on perceived usefulness, perceived ease of use, technology anxiety, and perceived interaction. Additionally, it examines the mediating role of attitudes toward using ChatGPT in shaping adoption intentions. Employing a quantitative approach, data were collected via a survey-based questionnaire from 249 employees in Jordan’s telecommunications sector using stratified random sampling. Analysis via SmartPLS revealed that perceived usefulness, ease of use, and interaction significantly positively influenced adoption intentions, whereas technology anxiety exhibited no significant effect. Attitudes toward ChatGPT partially mediated these relationships. The findings offer practical insights for policymakers to formulate strategies promoting effective AI integration and for service providers to tailor offerings to user needs. This study provides a framework for telecommunications and other sectors to optimize ChatGPT’s responsible utilization. Its focus on Jordan underscores regional applicability, highlighting the role of some determinants in technology acceptance dynamics.