A recent study by Prof. Jihyun (Esther) Paik and Prof. Hyesun Choung, together with Dr. Qinghua Yang at Texas Christian University, reveal why AI tools, such as ChatGPT, have become a convenient source of health information.

Extending the Unified theory of acceptance and use of technology (UTAUT), this study proposes that dissatisfaction with human healthcare services and perceived credibility of ChatGPT are the key factor shaping people's intentions to use ChatGPT for health information search.

In an online experiment involving 1,032 U.S. adults who had at least some knowledge of ChatGPT, participants were randomly assigned to imagine either a mild or a severe health condition before answering questions about how they would use ChatGPT in that situation.

Results reveal that dissatisfaction with huamn healthcare providers was linked with more favorable attitudes towards ChatGPT and higher intent, suggesting that when people feel human care is not meeting needs, ChatGPT becomes more attractive as an information source. Such dissatisfaction predicted more positive attitudes toward using ChatGPT for mild conditions, yet essentially did not matter for severe conditions.

Because people’s willingness to use ChatGPT is tightly tied to perceived credibility, the study argues that safe use depends on accuracy in reality—not just what users believe. while guidance should also differ by severity and by purpose.

Paik, J. E., Choung, H., & Yang, Q. (2026). Why people turn to ChatGPT for health information: Extending UTAUT with healthcare dissatisfaction and perceived credibility. Health Communication. Advance online publication. https://www.tandfonline.com/doi/full/10.1080/10410236.2026.2620497