From Search to Dialogue: An Experimental Comparison of User Experience, Satisfaction and Success with ChatGPT and Google

Abstract

Generative Artificial Intelligence (GenAI) is increasingly shaping informal learning in everyday life, with tools like ChatGPT becoming part of many individuals’ daily routines. While prior research has focused primarily on student learning, the role of GenAI in adult everyday information-seeking remains underexplored. This study examines how GenAI influences user experience, learning satisfaction, and learning outcomes in informal contexts. In a randomized online experiment (N = 120), participants completed learning tasks using both ChatGPT and Google. Results show that ChatGPT significantly improves user experience and learning satisfaction compared to traditional search engines. Additionally, self-efficacy positively impacts learning satisfaction, and both user experience and satisfaction are associated with fewer unknown responses—leading to higher quiz scores and better learning outcomes. These findings underscore the value of conversational GenAI in enhancing informal learning, highlighting its potential to support more effective, satisfying, and self-directed digital knowledge acquisition.