PROJECT REPORT

ON
A STUDY OF USAGE AND TRUST ABOUT CHATGPT
AMONG GEN Z

Submitted to
Panjab University, Chandigarh
in partial fulfilment
for the degree of
Bachelor of Business Administration
(2022-2025)
Supervised by: Submitted By:
Dr. PUJA JAIN ISHMET KAUR
Assistant Professor University roll no. 22046801

SRI AUROBINDO COLLEGE OF COMMERCE AND

MANAGEMENT, LUDHIANA
 TABLE OF CONTENTS

o Declaration 3
o Certificate of Supervisor 4
o Acknowledgment 5

Chapter 1 Introduction 6- 28

Chapter 2 Review of literature 29- 34

Chapter 3 Research methodology 35- 39

Chapter 4 40- 65
Data analysis and
interpretation
Chapter 5 Findings, 66- 72
Recommendations,
Limitations and
Conclusion
Chapter 6 Bibliography 73-76

Chapter 7 Questionnaire 77-85

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 DECLARATION
I, ISHMEET KAUR, a student of BBA 2022-2025 Batch, at Sri
Aurobindo College of Commerce and Management, Ludhiana hereby
declare that the project on the topic “A STUDY OF USAGE AND
TRUST ABOUT CHATGPT AMONG GEN Z” is my original work and
that it has not previously formed the basis for the award of any other
Degree, Diploma, Fellowship or other similar titles. It has been done under
the able guidance of Dr. Puja Jain.

(Signature)
Ishmeet Kaur
SACCM, Ludhiana

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 CERTIFICATE OF SUPERVISOR
This is to certify that Ms. Ishmeet Kaur, a student of Sri Aurobindo
College of Commerce and Management, Ludhiana affiliated to Panjab
University, Chandigarh has completed her project titled ‘A study of usage
and trust about ChatGPT among Gen Z’ under my guidance in the
partial fulfilment for the degree of Bachelor of Business Administration
during the session 2024-2025.

______________
(Dr. Puja Jain )
Assistant Professor
SACCM, Ludhiana

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 ACKNOWLEDGMENT
I would like to express my sincere gratitude to all those who supported and
guided me throughout the course of this project.

I acknowledge the Almighty for giving me the strength and perseverance

to complete this work successfully.

I am deeply thankful to my project supervisor, Dr. Puja Jain, for her

invaluable guidance, constant encouragement, and insightful feedback at
every stage. Her expertise and support have been instrumental in shaping
this project.I am also immensely grateful to our respected Principal, Dr.
Vishal Kumar, of SACCM, for providing a conducive academic
environment and continuous motivation, which inspired me to pursue this
topic with dedication. I would like to extend my appreciation to all the
faculty members of SACCM for their continuous support and for instilling
in me a spirit of inquiry and research. Special thanks to the participants of
my survey, whose responses provided valuable insights for my research.

I also thank my family, friends, and peers who have supported me with
their encouragement and constructive suggestions during the course of this
project.

(Ishmeet Kaur)
SACCM, Ludhiana

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 Chapter 1:
INTRODUCTION

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 INTRODUCTION

1. Artificial Intelligence

Artificial intelligence (AI) refers to the capability of computational systems to perform tasks
typically associated with human intelligence, such as learning, reasoning, problem-solving,
perception, and decision-making. It is a field of research in computer science that develops
and studies methods and software that enable machines to perceive their environment and
use learning and intelligence to take actions that maximize their chances of achieving defined
goals. Such machines may be called AIs.

High-profile applications of
AI include advanced web search
engines (e.g., Google
Search); recommendation
systems (used
by YouTube, Amazon
and Netflix); virtual
assistants (e.g., Google
Assistant, Siri
and Alexa); autonomous vehicles (e.g., Waymo); generative and creative tools
(e.g., ChatGPT and AI art); and superhuman play and analysis in strategy
games (e.g., chess and Go).
However, many AI applications are not perceived as AI: "A lot of cutting edge AI has filtered
into general applications, often without being called AI because once something becomes
useful enough and common enough it's not labeled AI anymore." Various subfields of AI
research are centered around particular goals and the use of particular tools. The traditional
goals of AI research include learning, reasoning, knowledge representation, planning, natural
language processing, perception, and support for robotics.
General intelligence—the ability to complete any task performed by a human on an at least
equal level—is among the field's long-term goals. To reach these goals, AI researchers have
adapted and integrated a wide range of techniques, including search and mathematical
optimization, formal logic, artificial neural networks, and methods based

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on statistics, operations research, and economics. AI also draws
upon psychology, linguistics, philosophy, neuroscience, and other fields.
Artificial intelligence was founded as an academic discipline in 1956, and the field went
through multiple cycles of optimism throughout its history, followed by periods of
disappointment and loss of funding, known as AI winters. Funding and interest vastly
increased after 2012 when deep learning outperformed previous AI techniques. This growth
accelerated further after 2017 with the transformer architecture, and by the early 2020s many
billions of dollars were being invested in AI and the field experienced rapid
ongoing progress in what has become known as the AI boom.
The emergence of advanced generative AI in the midst of the AI boom and its ability to create
and modify content exposed several unintended consequences and harms in the present and
raised concerns about the risks of AI and its long-term effects in the future, prompting
discussions about regulatory policies to ensure the safety and benefits of the technology.

1.1 GOALS:
The general problem of simulating (or creating) intelligence has been broken into
subproblems. These consist of particular traits or capabilities that researchers expect an
intelligent system to display. The traits described below have received the most attention and
cover the scope of AI research.

Reasoning and problem solving:

AI systems are designed to mimic human reasoning, solving puzzles and making logical
deductions. Early AI followed step-by-step logic, but modern AI handles uncertainty using
probability and economics. However, large-scale reasoning remains difficult due to the
"combinatorial explosion" problem, where complexity increases exponentially.

Knowledge representation:

AI needs structured knowledge to answer questions and make intelligent deductions. It uses
knowledge bases (organized data storage) and ontologies (frameworks defining relationships
between objects, concepts, and events). Applications include medical diagnosis, search
engines, and expert systems.

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Planning and decision making:

AI agents make decisions based on goals and preferences. Classical planning assumes full
knowledge of the environment, but real-world AI must handle uncertainty and
unpredictability. Agents use expected utility calculations to choose the best possible actions
under uncertain conditions.

Learning:

Machine learning is the study of programs that can improve their performance on a given task
automatically. It has been a part of AI from the beginning.

AI improves through experience using different learning methods:

 Unsupervised learning: Finds patterns in data without labeled examples.

 Supervised learning: Uses labeled data to classify objects or predict values.

 Reinforcement learning: Learns by receiving rewards for good actions and penalties
for bad ones.

 Deep learning: Uses artificial neural networks to process complex patterns, powering
technologies like facial recognition and language translation.

Natural language processing:

AI understands and processes human language in tasks like speech recognition, translation,
and question-answering. Modern NLP uses word embeddings (vector representations of
words) and transformers (deep learning models like GPT) to achieve human-level text
generation and comprehension.

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Perception:

Machine perception is the ability to use input from sensors (such as cameras, microphones,
wireless signals, active lidar, sonar, radar, and tactile sensors) to deduce aspects of the
world. Computer vision is the ability to analyse visual input.

The field includes speech recognition, image classification, facial recognition, object
recognition, object tracking and robotic perception.

Social Intelligence:

Kismet, a robot head which was made in the 1990s; it is a machine that can recognise and
simulate emotions.
AI can detect, interpret, and simulate human emotions (affective computing). This enhances
human-computer interactions, such as chatbots responding empathetically or AI analyzing
facial expressions for mood detection.

General Intelligence:

A machine with artificial general intelligence should be able to solve a wide variety of
problems with breadth and versatility similar to human intelligence.

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 Evolution of chatbots

From ELIZA to ChatGPT and beyond

Chatbots have evolved over the past six decades, transitioning from simple rule-based
programs to sophisticated AI-powered assistants. Below is a more detailed look at the key
milestones in chatbot history.

1.ELIZA (1966) – The first chatbot, created by Joseph Weizenbaum. It used simple pattern-
matching techniques to mimic a psychotherapist, but users unexpectedly formed emotional
connections with it.

2. PARRY (1972) – Developed by psychiatrist Kenneth Colby, this chatbot simulated a

person with schizophrenia. It was tested using the Turing test and fooled some experts into
thinking it was human.

3. Jabberwacky (1988) – Designed for entertainment, this chatbot used pattern-matching to

create more natural and engaging conversations.

4. Dr. Sbaitso (1992) – A voice-based chatbot developed by Creative Labs. It simulated a

psychologist but had very limited conversational abilities.

5. A.L.I.C.E. (1995) – One of the first AI chatbots using AIML (Artificial Intelligence
Markup Language). It was an early attempt at more intelligent and interactive conversations.

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6. SmarterChild (2001) – A chatbot available on AOL and MSN Messenger. It could chat,
provide weather updates, and answer questions, making it a forerunner to modern AI
assistants.

7.Siri (2010) – Apple’s voice assistant for iPhones, capable of answering questions, setting
reminders, and interacting with apps. It paved the way for modern AI-powered assistants.

8.Google Now/Assistant (2012, 2017) – Google launched Google Now to provide predictive
search results, later evolving into Google Assistant for better voice interaction.

9. Cortana (2014) – Microsoft’s AI assistant integrated into Windows devices, capable of

performing tasks and answering queries.

10. Alexa (2014) – Amazon’s voice assistant for Echo smart speakers, designed for smart
home control and everyday tasks.

11. ChatGPT (2021) – Developed by OpenAI, ChatGPT uses deep learning to generate
human-like text, making it one of the most advanced conversational AI models.

12. Google Gemini (2023) – Previously known as Bard, it is Google’s AI chatbot designed
for conversations, content generation, and real-time translations.

13. Microsoft Copilot (2023) – An AI-powered assistant integrated into Microsoft 365,
helping users with tasks like writing, analyzing data, and summarizing documents.

14.Deepseek (2024) – A Chinese AI model that efficiently uses machine learning techniques
but has raised concerns over ethical AI training methods.

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 What is ChatGPT?

ChatGPT is an artificial intelligence (AI) chatbot that uses natural language processing to
create humanlike conversational dialogue. The language model can respond to questions and
compose various written content, including articles, social media posts, essays, code and
emails.

ChatGPT is a form of generative AI -- a tool that lets users enter prompts to receive
humanlike images, text or videos that are created by AI.

ChatGPT is similar to the automated chat services found on customer service websites, as
people can ask it questions or request clarification to ChatGPT's replies. The GPT stands for
"Generative Pre-trained Transformer," which refers to how ChatGPT processes requests and
formulates responses. ChatGPT is trained with reinforcement learning through human
feedback and reward models that rank the best responses. This feedback helps augment
ChatGPT with machine learning to improve future responses.

Who created ChatGPT?

OpenAI -- an artificial intelligence research company -- created ChatGPT and launched the
tool in November 2022. It was founded by a group of entrepreneurs and researchers including
Elon Musk and Sam Altman in 2015. OpenAI is backed by several investors, with Microsoft
being the most notable. OpenAI also created Dall-E, an AI text-to-art generator.

How does ChatGPT work?

ChatGPT works through its

Generative Pre-trained
Transformer, which uses
specialized algorithms to find
patterns within data sequences.
ChatGPT originally used
the GPT-3 large language model,
a neural network machine
learning model and the third

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generation of Generative Pre-trained Transformer. The transformer pulls from a significant
amount of data to formulate a response.

ChatGPT currently provides access to GPT-3.5 and limited access to the GPT-4o language
model. ChatGPT Plus provides access to GPT-4 and GPT-4o. GPT-4 can handle more
complex tasks compared to GPT-3.5, such as describing photos, generating captions for
images and creating more detailed responses up to 25,000 words. ChatGPT Pro users have
access to GPT-4.5, a general-purpose model that aims to provide human-like interactions.

ChatGPT uses deep learning, a subset of machine learning, to produce humanlike text
through transformer neural networks. The transformer predicts text -- including the next
word, sentence or paragraph -- based on its training data's typical sequence.

Training begins with generic data, then moves to more tailored data for a specific task.
ChatGPT was trained with online text to learn the human language, and then it used
transcripts to learn the basics of conversations.

What kinds of questions can users ask ChatGPT?

Users can ask ChatGPT a variety of questions, including simple or more complex questions,
such as, "What is the meaning of life?" or "What year did New York become a state?"
ChatGPT is proficient with STEM disciplines and can debug or write code. There is no
limitation to the types of questions to ask ChatGPT. However, the knowledge cutoff date is
late 2023.

How can you access ChatGPT?

To access ChatGPT, create an OpenAI account. Go to chat.openai.com and then select "Sign
Up" and enter an email address, or use a Google or Microsoft account to log in.

After signing up, type a prompt or question in the message box on the ChatGPT homepage.
Users can then do the following:

o Enter a different prompt for a new query or ask for clarification.

 Regenerate the response.
 Share the response.

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  Like or dislike the response with the thumbs-up or thumbs-down option.
 Copy the response.

What Is Gen Z?

Generation Z refers to people born between 1997 and 2012. They’re the second-youngest
generation, between millennials and Generation Alpha. Gen Z identity has been shaped by
the digital age, climate anxiety, a shifting financial landscape, and COVID-19. They’re
known as ‘digital natives’—the first generation to grow up with the internet. Generation
Z (often shortened to Gen Z), also known as Zoomers, is
the demographic cohort succeeding Millennials and preceding Generation Alpha. Researchers
and popular media use the mid-to-late 1990s as starting birth years and the early 2010s as
ending birth years, with the generation most frequently being defined as people born from
1997 to 2012. Most members of Generation Z are the children of Generation X,
younger Baby boomers and older Millennials.

Gen Z is currently the second-youngest generation, with millennials coming before them and
Generation Alpha after. Like every generation, Gen Z’s behaviours are shaped by how they
grew up.

Young people today have come of age in the shadow of climate doom, pandemic lockdowns,
and fears of economic collapse. The earliest Gen Zers were born when the internet had just
achieved widespread use. They’re called “digital natives”—the first generation to grow up
with the internet as a part of
daily life.

The generation spans a wide

range: the oldest Gen Zers have
jobs and mortgages, while the
youngest are still preteens.
Globally, Gen Z is growing
fast: Gen Zers will make up a
quarter of the population of the Asia–Pacific region by 2025.

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Generation Z has been described as "better behaved and less hedonistic" than previous
generations. Members of this generation are characterized by having started and graduated
high school in the 2010s or early 2020s, having few to no direct memories of 9/11 and being
in college or entering the workplace during the COVID-19 pandemic.

Generation Z tend to be more socially progressive than other generations and are one of the
most interconnected generations in the world.

Gen Z and ChatGPT

Gen Z is the first generation to grow up in an era of constant virtual communication through
social media and technology, which has led to a strong affinity for digital platforms.
Immersed in computers and the internet since childhood, Gen Z students are inclined to
readily adopt and accept new technological developments like GenAI and ChatGPT.

Furthermore, the Gen Z respondents displayed a positive outlook regarding the prospective
advantages of GenAI in higher education, such as improving productivity, efficiency, and
individualised learning. Moreover, Gen Z students have indicated their intention to utilise
ChatGPT for diverse educational objectives, including gathering and reinforcing knowledge,
language acquisition, and writing assistance.

Thus, it aligns with prior studies that indicate their appreciation for technology in augmenting
their learning endeavours. Marshall and Wolanskyj -Spinner (2020) stated that Gen Z
students possess qualities such as being proactive in problem-solving and self-directed
learning. These characteristics make them particularly well-suited to embracing Gen AI,
specifically ChatGPT.

Why study Genz’s trust in AI like ChatGPT?

Studying Gen Z's trust in AI chatbots like ChatGPT is crucial because this generation, as
digital natives, are increasingly reliant on AI for various tasks, and understanding their
perceptions of AI's accuracy, reliability, and ethical implications is vital for responsible AI
development and adoption.

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Studying Gen Z's trust in AI is crucial because this generation, raised with technology, is
shaping how we interact with AI, influencing its development and adoption, and potentially
impacting their careers, mental health, and brand trust.

Objectives of the Study:

o To analyse the level of trust Genz has in Ai technologies- ChatGPT.

o To study the usage trends of ChatGPT among Genz.
o To explore the factors influencing trust in Ai.

Gen Z and ChatGPT- A match made in the digital age.

Gen Z grew up with the internet, smartphones, and social media, so AI like ChatGPT just fits
naturally into daily life—whether for schoolwork, job prep, meme generation, or just vibing
with random deep conversations at 2 AM. Gen Z is all about efficiency and creativity, and
ChatGPT helps streamline tasks, brainstorm ideas, and even provide emotional support when
needed.

At the same time, Gen Z is super skeptical of tech and big corporations, meaning there’s a
constant awareness of AI’s limitations, biases, and ethical concerns.

Gen Z’s Relationship with ChatGPT & AI

•Digital-Native Integration – Gen Z grew up with Google, YouTube, and Siri, so AI like
ChatGPT just feels like the next step in tech evolution. Instead of searching for answers
manually, why not just ask AI and get instant responses?

•Efficiency & Productivity – Whether it’s summarising notes, generating creative ideas,
or drafting emails, Gen Z loves how ChatGPT makes tasks faster and easier.

•Creativity & Expression – Many uses AI for brainstorming, writing stories, making
memes, or even generating business ideas. TikTok and Twitter (X) are full of AI-assisted
content.

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 •AI for Emotional Support – Some use AI like ChatGPT for casual venting or advice
because it’s non-judgmental and always available. While it’s not a replacement for real
therapy or friendships, it’s a low-pressure way to talk things out

ChatGPT’s Impact on Gen Z

•Education & Learning – AI is changing how Gen Z studies. Some use it to understand
complex topics, generate summaries, or even help with coding and languages. Teachers and
schools, however, are concerned about AI-generated essays and plagiarism.

•Job Market & Career Growth – AI is reshaping jobs, and Gen Z is both excited and
nervous about it. Some are learning AI skills to stay ahead, while others worry about
automation replacing traditional roles.

•Social media & Digital Culture – AI-generated content is becoming more common in
memes, videos, and even music. There’s a mix of excitement and skepticism about how
much of what we see online is real versus AI-generated.

Gen Z’s Interaction with ChatGPT

Generation Z’s relationship with technology is unique and deeply integrated into their daily
routines. Unlike previous generations that had to adapt to digital innovations, Gen Z has
grown up with the internet, smartphones, social media, and AI-powered algorithms. For this
generation, interacting with machines is second nature—and this is particularly evident in the
way they have adopted ChatGPT.

1. ChatGPT as an Academic Assistant

One of the primary ways Gen Z interacts with ChatGPT is in the academic domain. Students
from high school through university levels use ChatGPT to assist with homework, projects,
and conceptual understanding. Instead of browsing multiple websites or watching long
videos, they can simply type a question into the chatbot and get a concise, understandable
explanation.

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Some of the most common academic uses include:

•Homework Help: ChatGPT helps explain difficult concepts in subjects like mathematics,
science, economics, and literature. Many students use it as a personal tutor.

•Essay Writing: Students often use ChatGPT to help structure essays, generate ideas, write
thesis statements, or even draft full essays (with editing).

•Research Guidance: ChatGPT helps in outlining research topics, finding keywords, and
creating summaries of complex texts.

•Language Assistance: It is often used for grammar correction, translation, and

paraphrasing—especially useful for non-native English speakers.

What makes ChatGPT appealing is its interactive, personalized, and non-judgmental

nature. Students can ask questions freely without the fear of being ridiculed or feeling shy,
which may happen in traditional classroom environments. Moreover, they receive instant
feedback, which supports self-paced learning.

However, this also raises ethical concerns. Some students may misuse ChatGPT for
academic dishonesty, submitting AI-generated work as their own. Educational institutions are
now grappling with how to adapt teaching and evaluation methods in light of AI usage.

2. ChatGPT as a Creative Partner

Gen Z is highly expressive and deeply involved in content creation, whether it be on
Instagram, TikTok, YouTube, or blogs. Many use ChatGPT to boost their creativity and
enhance content production.

Examples of creative use include:

•Generating Ideas: Content creators use ChatGPT to brainstorm ideas for videos, blog
posts, podcast topics, and social media captions.

•Scriptwriting and Storytelling: It helps in drafting stories, screenplays, jokes, or

dialogue—useful for both casual creators and aspiring writers.

•Music and Poetry: Some use ChatGPT to write lyrics, rhymes, or even full poems, which
they later refine or perform.
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 •Art Prompts: For those into digital art or painting, ChatGPT helps generate themes and
concepts to explore.

This collaboration between human creativity and machine intelligence shows that Gen Z does
not see AI as a threat to originality. Rather, they view it as a co-creator—a tool that can help
overcome creative blocks and enhance expression.

3. Career and Skill Development

As Gen Z enters the workforce, many are using ChatGPT to develop career skills and prepare
for professional opportunities.

Key interactions include:

•Resume Building: Users input their education and experience, and ChatGPT helps format
and improve their resumes and cover letters.

•Mock Interviews: It provides practice interview questions, sample answers, and feedback
to improve communication skills.

•Job Research: ChatGPT helps users understand job descriptions, explore industries, and
find entry-level roles suited to their skills.

•Skill Learning: Gen Z also uses ChatGPT to learn soft skills like public speaking, critical
thinking, and leadership, or hard skills such as coding, writing, or graphic design.

This usage aligns with Gen Z’s desire for self-guided learning and professional autonomy.
They prefer learning from dynamic and interactive sources rather than relying solely on
traditional instruction.

4. Mental and Emotional Support

While ChatGPT is not a licensed therapist or emotional counsellor, some Gen Z users turn to
it for casual mental support. When feeling overwhelmed, stressed, or confused, users may
chat with the AI to gain motivation, perspective, or simply to vent.

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Types of interactions include:

•Stress and Anxiety Tips: ChatGPT offers relaxation techniques, time management
suggestions, and positive affirmations.

•Productivity Help: Many uses it to set schedules, plan tasks, or organize their day when
feeling unmotivated.

•Loneliness Relief: For some users, talking to ChatGPT provides a form of companionship
or simulated conversation.

That said, many Gen Z users are aware of the limitations of AI in emotional contexts. They
understand that while ChatGPT can provide basic support or direction, it cannot replace the
empathy, depth, or guidance offered by trained mental health professionals. Still, they
appreciate the availability and anonymity it offers during moments of need.

5. Everyday Convenience
Beyond academics and personal development, Gen Z also uses ChatGPT for daily life
management. The AI has become a tool to simplify and organize tasks in a time-efficient
way.

Common examples include:

•Meal Planning: Asking for quick recipes, meal ideas, or grocery lists.

•Travel Planning: Getting tips on destinations, itineraries, or budgeting travel expenses.

•Entertainment Suggestions: Finding books, movies, shows, or games based on their

mood or interests.

•Event Planning: Creating to-do lists or invitation templates for parties, group studies, or
online events.
This convenience factor makes ChatGPT an integral part of Gen Z’s life—not just as a
productivity tool but as a lifestyle assistant.

Trust and Perception

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As digital natives, Generation Z is both enthusiastic and cautious about artificial intelligence.
While many find ChatGPT useful and impressive, there is a growing awareness of the
potential risks and limitations associated with its use. Trust and perception are complex
elements in Gen Z’s engagement with AI, as their views are shaped by personal experiences,
social media narratives, peer influence, and their digital literacy.

1. Awareness of AI Biases and Limitations

Gen Z users are increasingly aware that AI systems like ChatGPT are not flawless. They
recognize that AI models are trained on large datasets that may include biases, outdated
information, or culturally skewed perspectives. As a result, there is a general skepticism
about blindly trusting AI-generated responses.

Many users actively verify information provided by ChatGPT, often cross-checking facts
using other sources. This shows a level of digital maturity and critical thinking. However,
some younger users or those less digitally literate may overestimate the accuracy and
authority of ChatGPT’s responses, which can lead to the spread of misinformation.

2. Ethical and Academic Concerns

With ChatGPT's popularity in academic environments, ethical questions arise regarding
plagiarism, academic integrity, and originality. Gen Z students are divided—some see it as a
learning aid, while others use it to bypass academic work.

This has led to mixed perceptions: while some admire ChatGPT’s capabilities, others fear it
promotes laziness or undermines genuine learning. Educational institutions have started
implementing AI usage policies, and Gen Z students must now navigate how to use ChatGPT
responsibly without crossing ethical boundaries.

3. Data Privacy and Trust

Data privacy is a major factor influencing Gen Z’s trust in ChatGPT. While OpenAI has
outlined privacy policies, many users remain uncertain about how their input data is stored or
used. Some fear that personal or sensitive information might be logged or reused
inappropriately.

This has led to cautious behavior: Gen Z users often avoid entering personal details into the
chatbot and are wary of discussing sensitive topics. Trust levels tend to increase when the AI
is used for general queries, but decrease when there is a concern about data security or
surveillance.

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4. Transparency and Explainability
A key challenge in building trust is the black-box nature of AI models like ChatGPT. Most
users, including Gen Z, do not fully understand how the system generates responses. This
lack of transparency can reduce trust, especially when the model produces contradictory or
incorrect answers.

Gen Z users often appreciate when ChatGPT includes disclaimers, citations, or acknowledges
limitations in its responses. Such transparency builds credibility and encourages more
responsible usage.

5. Peer Influence and Social Media

Gen Z heavily relies on peer reviews, social media discussions, and influencers to form
opinions. Platforms like TikTok, Instagram, Reddit, and YouTube are filled with both praise
and criticism of ChatGPT.

Positive testimonials from influencers or classmates can increase trust, while viral stories of
AI failures or misinformation can make users more skeptical. This peer-driven ecosystem
plays a significant role in shaping Gen Z’s collective trust in AI technologies.

6. Balancing Convenience with Caution

Overall, Gen Z tends to strike a balance between appreciation and caution. They enjoy the
convenience and speed offered by ChatGPT but remain alert to its flaws. Their digital
upbringing equips them to approach AI with a critical mindset, often asking: “Can I rely on
this?” or “Should I verify this information?”

This balanced approach reflects a mature form of digital trust—one that is not blind, but
thoughtful and evolving based on experience, evidence, and ethical consideration.

Impacts of ChatGPT on Gen Z’s Learning and Lifestyle

The influence of ChatGPT on Generation Z goes beyond functional utility—it is reshaping
how they learn, communicate, solve problems, and express themselves. As the generation
most connected to technology, Gen Z is uniquely positioned to demonstrate how AI tools like
ChatGPT can both empower and challenge human potential. This section explores the
multifaceted impact of ChatGPT on Gen Z’s learning methods, lifestyle choices, habits, and
overall worldview.

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1. Personalized Learning Experiences
ChatGPT has introduced a new era of personalized learning. Gen Z users are no longer
limited to a one-size-fits-all education model. With ChatGPT, they can receive custom
explanations tailored to their pace, language, and comprehension level.

For instance, a student struggling with calculus can receive step-by-step help tailored to their
understanding, while another learning a new language can receive practice exercises and real-
time corrections. This one-on-one, adaptive assistance improves retention, boosts confidence,
and complements traditional education in meaningful ways.

2. Enhanced Problem-Solving and Research Skills

Rather than sifting through multiple search engine results, Gen Z can now use ChatGPT to
receive focused responses, summaries, and insights. This approach encourages them to frame
better questions, analyze responses critically, and use AI as a research partner.

This shift not only saves time but also enhances their problem-solving and decision-making
skills. The interactive dialogue fosters a mindset of inquiry and exploration—key traits in
today’s dynamic learning environments.

3. Shift in Communication and Writing Styles

With the help of ChatGPT, Gen Z’s writing—whether academic, professional, or creative—
has become more structured and concise. The AI assists with grammar correction, tone
improvement, formatting, and vocabulary enhancement. As a result, many users now
demonstrate improved written communication, even if they rely on the tool for initial drafts.

Moreover, interacting with AI has influenced how Gen Z communicates—often favouring

clarity, brevity, and structured formats. This has also led to discussions around authenticity
and voice, with users learning to balance AI-generated input with their personal style.

4. Time Management and Productivity Boosts

Gen Z values efficiency, and ChatGPT helps optimize their schedules and productivity. From
creating study plans to drafting emails, generating to-do lists, and even planning social
events, ChatGPT supports task automation and better time management.

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This empowers users to focus more on execution and less on planning, giving them a greater
sense of control and organization in their daily lives.

5. Mental Wellness and Emotional Reflection

ChatGPT also indirectly impacts Gen Z’s mental health by providing a safe, judgment-free
environment for expression. While not a replacement for therapy, many users feel
comfortable using the chatbot to discuss feelings, explore coping strategies, or simply de-
stress through conversation.

This emotional outlet, combined with AI-powered suggestions for mindfulness, motivation,
and stress reduction, contributes positively to self-awareness and resilience. The tool acts as a
companion during late-night study sessions or anxiety-filled moments—especially when
human support is unavailable.

6. Lifestyle Decisions and Cultural Influence

Beyond academics and emotional health, ChatGPT subtly influences Gen Z’s lifestyle
choices. Whether it’s helping decide what to cook, suggesting eco-friendly habits,
recommending books and movies, or providing fitness routines, the AI acts as a life assistant.

It even helps users navigate career decisions, relationships, and digital etiquette. This
integration into everyday life signifies how AI is becoming embedded into Gen Z’s culture,
subtly shaping behaviours, preferences, and even belief systems

Usage of ChatGPT Among Gen Z

The widespread adoption of ChatGPT among Generation Z reflects a major shift in how
young people interact with technology for learning, entertainment, problem-solving, and
personal development. Known for being digital natives, Gen Z is uniquely positioned to take
full advantage of tools like ChatGPT. Their usage patterns are shaped by their tech-savvy
nature, multitasking abilities, and constant pursuit of efficiency and innovation.
1. Academic Support and Learning Aid
A significant portion of Gen Z relies on ChatGPT for academic purposes. Whether it’s
solving math problems, writing essays, summarising complex theories, or generating research
ideas, ChatGPT has become a digital tutor for students at school and college levels. The

25
ability to ask questions in natural language and receive instant, tailored explanations has
made ChatGPT an indispensable study companion.
Moreover, many Gen Z students use it to:

•Prepare for exams with custom quizzes.

•Brainstorm project ideas.

•Draft presentations.

•Understand concepts they find difficult in class.

This not only saves time but also improves the quality of their academic output.

2. Creative and Content Generation

Gen Z users frequently turn to ChatGPT for creative purposes, including:

•Writing poetry, lyrics, and short stories.

•Creating content for social media posts and blogs.

•Generating ideas for videos, reels, and podcasts.

For young creators and influencers, ChatGPT serves as a brainstorming partner that helps
refine their ideas or gives them a starting point. It boosts creativity while offering structure to
otherwise abstract thoughts.

3. Everyday Life and Practical Tasks

ChatGPT is also used in everyday situations. Many Gen Z users rely on it for:

•Crafting emails and messages.

•Making to-do lists or weekly schedules.

•Finding recipe ideas or fitness plans.

•Exploring DIY or self-care routines.

26
By simplifying daily responsibilities, ChatGPT enhances productivity and helps Gen Z
manage their busy lives more effectively.

4. Career and Skill Development

With a growing interest in career development from a young age, Gen Z uses ChatGPT to:

• Write or polish resumes and cover letters.

• Practice interview questions.

• Learn coding, business skills, and digital marketing.

• Explore freelancing opportunities or entrepreneurship ideas.

This usage reflects Gen Z’s proactive attitude towards self-growth and their comfort with
using technology to navigate the job market.

5. Entertainment and Curiosity

For many users, especially in the early stages of using ChatGPT, entertainment plays a key
role. Gen Z enjoys:

• Chatting with the AI for fun.

• Playing text-based games.

• Creating fictional dialogues or scenarios.

• Exploring “what if” questions and trivia.

This playful interaction adds a human-like touch to the AI experience, making it feel less like
a tool and more like a companion or digital buddy.

6. Emotional Support and Mental Health

Though not a substitute for professional help, many Gen Z users turn to ChatGPT for:

• Venting frustrations in a judgment-free space.

• Gaining motivation or inspiration.

27
 • Discussing stressful situations and exploring coping strategies.

This reflects how Gen Z blends digital tools into their emotional and mental health routines,
often seeking instant comfort or affirmation.

7. Experimentation and Learning About AI

Many Gen Z users are also curious about how AI works. They use ChatGPT not just for
outputs, but also to test its limits, understand its capabilities, and learn about prompt
engineering. This hands-on experimentation has helped cultivate interest in tech careers and
ethical discussions around AI

28
 Chapter 2:
REVIEW OF
LITERATURE

29
 Review of Literature:

Balaskas, Tsiantos, Chatzifotiou and Rigou (2025) explored factors influencing ChatGPT
adoption in higher education by extending the Technology Acceptance Model (TAM) with
trust and risk perceptions. Using data from 435 participants, it was found that perceived ease
of use and intelligence were significant drivers of adoption intention, while trust and risk play
key mediating roles.

Wilts (2024) examined how Generation Z perceives and trusts ChatGPT, emphasising the
link between knowledge and trust. By conducting 15 semi-structured interviews with
individuals aged 16-28, the research explores how users' understanding of ChatGPT
influences their confidence in its responses. The findings reveal that individuals with deeper
knowledge of the AI’s capabilities and limitations exhibit greater trust, balancing appreciation
for its strengths with awareness of its boundaries. Younger users often learn through trial and
error, gradually identifying appropriate and inappropriate uses.

Scharmann (2024) examined ChatGPT usage among social science and technical students,
finding that social science students use it for text-based tasks, while technical students rely on
it for coding. Both groups have moderate trust but worry about accuracy. While it boosts
efficiency, some students feel it affects skill development or academic performance.

Shahzad, Xu and Javed (2024) explored the awareness, acceptance, and adoption of
ChatGPT in higher education, emphasising the role of trust as a key factor. The study focuses
on Chinese university students and examines how trust in AI influences their willingness to
adopt ChatGPT for academic purposes. The authors analyse factors such as perceived
reliability, ethical concerns, and ease of use in shaping students’ attitudes toward AI-powered
tools. The findings suggest that while many students recognise ChatGPT’s benefits for
learning and research, trust-related concerns remain a barrier to widespread adoption. The
study highlights the need for educational institutions to promote AI literacy and ethical AI
use to build confidence in such technologies.

Dewalska-Opitek Et Al. (2024) in their research explored Generation Z's attitudes toward AI
through focus groups with 34 participants from diverse backgrounds. Findings revealed

30
familiarity with AI, positive perceptions of its potential, and concerns about privacy and
ethics, offering insights for companies to build trust with this influential generation.

Bilos and Budimir (2024) investigated the factors influencing Generation Z’s adoption of
ChatGPT in Croatia using a modified Unified Theory of Acceptance and Use of Technology
2 (UTAUT2) model. Surveying 694 participants, they find that performance expectancy,
social influence, hedonic motivation, habit, and personal innovativeness significantly impact
behavioural intention to use ChatGPT. Conversely, effort expectancy, facilitating conditions,
and price value do not show significant effects. The study highlights the importance of user
habits and perceived enjoyment in adopting AI chatbots among young users. Notably, the
research excludes the use behaviour factor due to multicollinearity issues with behavioural
intention. The adapted UTAUT2 model explains 65% of the variance in ChatGPT adoption
among Generation Z users.

Venugopal (2024) identified Generation Z's attitudes toward using ChatGPT using a
regression model, the research evaluates how these factors influence their expectations of
ChatGPT's future role in education. The findings highlight the importance of understanding
Gen Z’s perspectives to optimise AI integration in learning environments.

Bhaskar, Misra and Chopra (2024) investigated the factors influencing teachers’ intentions
to adopt ChatGPT in private higher education institutions in Gujarat, India. Utilizing a cross-
sectional survey design analysed through structural equation modeling (SEM), the study
identifies that perceived usefulness, ease of use, trust, intelligence, anthropomorphism, and
social influence significantly contribute to adoption intentions. Notably, perceived risk
negatively moderates the relationships between perceived usefulness and adoption intention,
as well as between perceived trust and adoption intention. The authors suggest that
addressing perceived risks and building trust are crucial for encouraging ChatGPT’s
integration into educational practices.

Atlas (2023) served as a practical resource for students, educators, and professionals aiming
to effectively utilise ChatGPT. The guide offers strategies for academic writing, professional
communication, and personalised learning, emphasising the creation of effective prompts to
maximize ChatGPT’s utility. Atlas underscores the importance of responsible and ethical use

31
of AI tools in educational and professional settings. The publication includes numerous
examples and best practices, aiming to enhance users’ creative potential through the
integration of ChatGPT into their workflows.

Ahmed (2023) explored how ChatGPT rapidly gained one million users in record time,
highlighting its transformative impact across various fields. The study emphasises ChatGPT’s
efficiency in saving time for users by automating tasks, generating content, and assisting in
diverse domains. It compares ChatGPT’s rapid adoption with other major tech platforms,
showcasing its unprecedented growth. The article also discusses the implications of such AI-
driven advancements on productivity and digital interactions.

Paul, Ueno and Dennis (2023) explored the multifaceted benefits and potential pitfalls of
ChatGPT, an AI-based conversational agent, in consumer contexts. The authors highlight
several advantages, including enhanced consumer engagement, improved customer service,
personalised shopping experiences, and cost-effectiveness. However, they also address
significant concerns such as potential biases, misinformation, privacy issues, and ethical
considerations. The paper emphasizes the need for further research to fully understand
ChatGPT’s implications for consumers and to develop strategies that maximize its benefits
while mitigating associated risks.

Rasul, Nair Et Al. (2023) explored the benefits and challenges of using ChatGPT in higher
education based on constructivist learning theory. It highlights advantages like adaptive
learning, personalised feedback, research support, and automated tasks, while also addressing
concerns such as academic integrity, reliability, skill assessment limitations, and AI biases.
The paper emphasises the need for ethical and responsible AI use, proposing solutions like AI
literacy programs and revised assessment strategies. Balancing these aspects can help
ChatGPT enhance learning experiences while maintaining academic standards.

Abramson (2023) explored how ChatGPT can be integrated as a learning tool in educational
settings. The study highlights its potential to enhance student engagement, support critical
thinking, and assist with research and writing tasks. It emphasises the need for educators to
align AI use with course objectives while addressing concerns about academic integrity and
accessibility. The article suggests that, when used responsibly, ChatGPT can prepare students

32
for real-world applications. It also stresses the importance of providing guidance on ethical
AI usage to maximize its benefits while minimising potential risks.

Cascella, Montomoli, Bellini and Bignami (2023) examined the potential applications and
limitations of ChatGPT, a large language model (LLM), in healthcare. The study evaluates its
feasibility in four key areas: supporting clinical practice, aiding scientific research,
preventing misuse in medicine, and reasoning about public health issues. While ChatGPT
shows promise in assisting medical professionals and scientific writing, the authors highlight
concerns about its reliability in complex medical decision-making. Ethical issues, including
the potential for misinformation and misuse, are also discussed. The study emphasises the
need for proper education on AI’s responsible use in healthcare to maximize benefits while
mitigating risks.

Abbas, Whitfield Et Al. (2022) explored how online chat platforms and chatbots can
enhance student engagement, particularly among mature students in higher education. The
study focused on the ‘Differ’ chat platform and its chatbot ‘Bo,’ which were used at the
University of Leeds’ Lifelong Learning Centre during the 2020/2021 academic year. Sixteen
digital student mentors were trained to facilitate discussions and support online communities.
Data was collected through surveys, focus groups, and interviews. The findings highlighted
that such tools help reduce isolation and foster a sense of belonging. The study provided
recommendations for effectively integrating student-led online communities to enhance
engagement.

Abdelghani, Wang Et Al. (2022) investigated the use of GPT-3-based conversational agents
to enhance children’s ability to ask curiosity-driven questions. Recognising the importance of
question-asking in learning, the researchers designed a pedagogical agent that interacts with
children, providing prompts and feedback to stimulate their curiosity. The study explores how
such AI-driven agents can support educational processes by encouraging deeper inquiry and
engagement among young learners. The authors discuss the potential benefits and challenges
of integrating large language models like GPT-3 into educational settings, emphasising the
need for careful design to ensure effective and ethical use.

33
Shawar and Atwell (2007) explored the evolution and applications of chatbots—computer
programs designed to interact with users using natural language. Initially developed in the
1960s to mimic human conversation, chatbots have expanded beyond entertainment purposes.
The authors discuss various practical applications, including education, information retrieval,
business, and e-commerce. They highlight the ALICE/AIML architecture as a foundational
framework for many chatbot systems. The study emphasises that, with advancements in data
mining and machine learning, chatbots have become more practical and are increasingly
integrated into daily life.

34
 Chapter 3:
RESEARCH
METHODOLOGY

35
 Research Methodology

This chapter describes the research methodology adopted to achieve the objectives of the
study.

MEANING OF RESEARCH:

Research is the careful consideration of study regarding a particular concern or research

problem using scientific methods.

According to the American sociologist Earl Robert Babbie, “research is a systematic inquiry
to describe, explain, predict, and control the observed phenomenon. It involves inductive and
deductive methods.”

What is research methodology?

A research methodology describes the techniques and procedures used to identify and analyze
information regarding a specific research topic. It is a process by which researchers design
their study so that they can achieve their objectives using the selected research instruments. It
includes all the important aspects of research, including research design, data collection
methods, data analysis methods, and the overall framework within which the research is
conducted.

RESEARCH DESIGN:

According to Borwankar: Research design is the plan, structure and strategy and investigation
concaved so as to obtain search question and control variance

Henry Manheim says that research design not only anticipates and specifies the seemingly
countless decisions connected with carrying out data collection, processing and analysis but it
presents a logical basis for these decisions.

36
A research design is defined as the overall plan or structure that guides the process of
conducting research. It is a critical component of the research process and serves as a
blueprint for how a study will be carried out, including the methods and techniques that will
be used to collect and analyze data.

A well-designed research study is essential for ensuring that the research objectives are met
and that the results are valid and reliable. This study is a cross sectional, quantitative and
descriptive.

SCOPE OF STUDY

The scope of this study focuses on analyzing Genz’s trust levels and usage trends of
ChatGPT. It focuses on understanding their perceptions, concerns, and factors influencing AI
adoption. The study is limited to Genz users of ChatGPT in Ludhiana city.

OBJECTIVES OF THE STUDY:

o To analyse the level of trust Gen Z has in ChatGPT.

o To study the usage trends of ChatGPT among Gen Z.

SOURCES OF DATA COLLECTION

Sources of data collection state various sources of data from where we collect the
information.

PRIMARY DATA:

This data is mainly based on primary data so the first-hand information has been collected
from people to understand Genz’s trust levels and usage trends of ChatGPT.

When collecting primary data one can choose to do interviews, observations, experiments,
and questionnaires. The primary data is conducted in a manner to be able to approach our
research and solve our research questions. Keeping in mind, the objectives of the study, data
was collected with the help of the questionnaire.

37
SECONDARY DATA:

Secondary data in research can be classified into three categories: documentary, multiple
sources and survey-based data. Documentary secondary data includes both written and non-
written sources such as journals, databases, reports and transcripts. Survey bases secondary
data refers to data collected through surveys and made available in structured formats such as
tables and reports. Multiple source secondary data is complied from various documentary or
survey-based sources and is often transformed before being analyzed by the researcher
(Saunders et al., 2007).

For this study, I have used different secondary data sources like reports, articles, journals,
research papers and websites.

POPULATION and SAMPLING

The population for this study consists of Gen Z individuals in LUDHIANA who use or are
familiar with AI tools like ChatGPT. The survey targets young respondents aged 18- 26 from
various educational and professional backgrounds. This population is chosen to analyze their
trust levels and usage trends of ChatGPT within a specific geographical context.

SAMPLING:

Sampling method

Sampling is the process of selecting a portion of a larger population to make judgments about
the entire group. In this study, the convenience sampling technique has been used to collect
data on Genz’s trust levels and usage trends of ChatGPT in Ludhiana. Convenience sampling
assumes that the population is homogeneous, meaning that every individual in the group has
an equal probability of being selected. In this method, respondents are chosen based on their
accessibility, availability and willingness to participate, making it a quick and cost-effective
approach for data collection.

38
Since the study focuses on Genz users who interact with ChatGPT, convenience sampling
allows for easy selection of participants from universities, workplaces and online platforms
where Genz is actively engaged. This method ensures that data is collected efficiently while
maintaining relevance to the research objectives. However, it also has limitations, such as the
potential for bias, as the sample may not fully represent the entire Genz population in
Ludhiana. Despite this, the approach is suitable for gaining initial insights into AI adoption
and trust trends among Genz in the selected region.

Sample unit

The sample unit for this study consists of Genz individuals (aged 18-26) in Ludhiana who use
or are familiar with the ChatGPT. These individuals include students, working professionals,
entrepreneurs and tech savvy users who actively engage with AI in their daily lives.

Sample Size

A sample of 100 respondents were taken from Ludhiana district for the purpose of this study.

39
 CHAPTER 4:
DATA ANALYSIS &
INTERPRETATION

40
 Data Analysis and Interpretations:
This section presents a detailed analysis of the collected data on Gen Z’s trust levels and
usage trends of ChatGPT. The analysis is conducted using statistical tools and graphical
representation to drive meaningful insights.

1. What’s your age?

Age group No. of respondents
18-20 38
21-23 32
24-26 30
Total 100

24-26
30%
18-20
38%

21-23
32%

Interpretation:
The data represents the age distribution of 100 respondents in a study. The majority (38%)
belong to the 18-20 age group, followed by 32% in the 21-23 age group and 30% in the 24-26
age group. This indicates a fairly balanced distribution across the three age groups, with a
slightly higher concentration of younger respondents.

41
2. Gender
Gender No. of respondents
Male 39
Female 61
Total 100

FEMALE 61

MALE 39

0 10 20 30 40 50 60 70

Interpretation:
The data represents the gender distribution of 100 respondents, with 39% identifying as male
and 61% as female. This indicates a higher participation of females in the survey compared to
males.

42
3. Highest education level
Education level No. of respondents

High school 38

Undergraduate 43

Postgraduate 19

Total 100

50

45 43

40 38

35

30

25

19
20

15

10

0
High school Undergraduate Postgraduate

No. of respondents

Interpretation:
The data indicates that the majority of respondents have an Undergraduate education level,
with 43 individuals (43%). High school graduates make up 38% of the total respondents,
while Postgraduate respondents are the smallest group, comprising 19% of the total.

43
4. What first made you interested in using ChatGPT?
Particulars No. Of respondents
Academic or work related 37
Curiosity 24
Recommendation from a friend 19
Social media friends 20

Total 100

Social media friends 20

Recommendation from a friend 19

Curiosity 24

Academic or work related 37

0 5 10 15 20 25 30 35 40

Interpretation:
The data shows that the majority of respondents (37%) use ChatGPT for academic or work-
related purposes, indicating its strong utility in professional and educational settings.
Curiosity is the second most common reason (24%), suggesting that many users explore AI
out of personal interest. Social influences also play a role, with 20% being introduced through
social media friends and 19% through recommendations from friends. This highlights that
both practical needs and social exposure contribute to ChatGPT adoption.

44
5. How often do you use ChatGPT?
Particulars No. of respondents
Daily 25
Monthly 15
Rarely 13
Weekly 47
Total 100

25%
Daily

47% Monthly
Rarely

15% Weekly

13%

Interpretation:
The data reveals that the majority of respondents (47%) use ChatGPT on a weekly basis,
indicating a consistent but not daily reliance on the tool. A significant portion (25%) uses it
daily, showing strong engagement among frequent users. Monthly (15%) and rare (13%)
users make up a smaller segment, suggesting that while some engage occasionally, most
users incorporate ChatGPT into their routine at least weekly.

45
6. What are your main reasons for using ChatGPT? (Select all that apply)
Particulars No. of respondents
Academic assistance 44
Work/professional tasks 33
Entertainment 19
Research and information search 43
Creative Writing 23

Creative Writing 23

Research and information search 43

Entertainment 19

Work/professional tasks 33

Academic assistance 44

0 5 10 15 20 25 30 35 40 45 50

Interpretation:
The data shows that the most common reasons for using ChatGPT are academic assistance
(44 respondents) and research/information search (43 respondents), highlighting its strong
role in learning and knowledge acquisition. Work-related tasks (33 respondents) also make
up a significant portion, indicating its professional utility. Additionally, creative writing (23
respondents) and entertainment (19 respondents) suggest that users also engage with
ChatGPT for leisure and artistic purposes. This reflects a diverse range of use cases, with
education and research being the primary drivers.

46
7. What type of questions do you usually ask ChatGPT? (Select all that apply)

Particulars No. of respondents

Factual/informational questions 44
Opinion-based questions 25
Coding/Technical assistance 19
Creative content generation 22
Personal advice 12
50
44
45

40

35

30
25
25 22
19
20

15 12

10

0
Creative
Factual/informa Opinion-based Coding/Technic
content Personal advice
tional questions questions al assistance
generation
No. of respondents 44 25 19 22 12

Interpretation:
The data indicates that most respondents (44) use ChatGPT for factual or informational
questions, reinforcing its role as a knowledge resource. Opinion-based questions (25) and
creative content generation (22) also show a notable level of engagement, suggesting that
users seek both insights and creative input. Coding and technical assistance (19) is a
moderate area of usage, while personal advice (12) is the least common, implying that users
primarily rely on ChatGPT for objective information rather than personal guidance.

47
8. Do you prefer using ChatGPT over Google search?
Particulars Total
Yes 44
Sometimes 36
No 20
Total 100

20%
Yes

44% Sometimes

No

36%

Interpretation:
The data shows that 44% of respondents prefer using ChatGPT over Google Search,
indicating a strong preference for AI-driven responses. Another 36% use ChatGPT
sometimes, suggesting that they find it useful but still rely on Google in certain situations.
Meanwhile, 20% prefer Google entirely, implying that traditional search engines still hold
significance for some users. This highlights that while ChatGPT is widely adopted, search
engines remain relevant for specific needs.

48
9. How has your usage of ChatGPT changed over time?
Particulars No. Of respondents
Increased 66
Decreased 9
Remained the same 25
Total 100
70

60

50

40

30

20

10

0
Increased Decreased Remained the same

Interpretation:
The data indicates that a majority of respondents (66%) have increased their usage of
ChatGPT over time, suggesting growing reliance and trust in the tool. Meanwhile, 25% report
no change in their usage, implying consistent engagement. Only 9% have decreased their
usage, showing that a small portion of users may have found alternatives or reduced their
need for AI assistance. This trend highlights ChatGPT’s increasing integration into users’
daily activities.

49
10. Do you believe your dependence on ChatGPT is increasing?
Particulars No. Of respondents
Yes, I rely on it more now. 48
No, my usage is stable. 44

No, I’m using it less than before. 8

Total 100
60

50 48
44

40

30

20

10 8

0
Yes, I rely on it more now. No, my usage is stable. No, I’m using it less than before.

Interpretation:
The data suggests that 48% of respondents feel their dependence on ChatGPT is increasing,
indicating that many users are integrating it more into their daily tasks. Meanwhile, 44%
report stable usage, showing a consistent level of reliance. Only 8% are using it less than
before, suggesting that a small minority is reducing their engagement. Overall, the trend
points toward growing dependence on ChatGPT for various needs.

50
11. Do you think ChatGPT is changing how you learn or work?
Particulars No. Of respondents
Yes, it helps me learn/work more efficiently. 58

Yes, but I’m concerned about relying on it too

30
much.

No, it has not significantly changed my approach. 12

Total 100

No, it has not significantly changed my approach. 12

Yes, but I’m concerned about relying on it too much. 30

Yes, it helps me learn/work more efficiently. 58

0 10 20 30 40 50 60 70

Interpretation:
The data indicates that a majority of respondents (58%) believe ChatGPT helps them learn or
work more efficiently, highlighting its positive impact on productivity. Additionally, 30%
acknowledge its influence but express concerns about over-reliance, suggesting awareness of
potential drawbacks. Only 12% feel that ChatGPT has not significantly changed their
approach. Results show that for most users, AI is shaping their learning and work habits in
some way.

51
12. What would make you use ChatGPT more often? (Select all that apply)
Particulars No. Of respondents
Faster Response Time 95
More Accurate Information 85
More Real-Time Updates 80
More Personalised Responses 70

21%
29%

Faster Response Time

More Accurate Information
More Real-Time Updates
More Personalized Responses

24%

26%

Interpretation:
The data indicates that the primary factor influencing increased ChatGPT usage is faster
response time, with 95 respondents selecting it. Accuracy of information follows closely,
with 85 respondents emphasising its importance. Real-time updates (80 respondents) and
personalised responses (70 respondents) are also significant but slightly less prioritised. This
suggests that users value speed and reliability the most, while customisation and real-time
relevance also play a crucial role.

52
13. How do you feel about AI chatbots like ChatGPT replacing human interactions?
Particulars No. Of respondents
I think it’s useful but should not replace humans 60

I’m comfortable with AI replacing certain 30

interactions
I’m concerned about the loss of human interaction 10

Total 100

No. Of respondents

60

30

10

I think it’s useful but should not I’m comfortable with AI replacing I’m concerned about the loss of
replace humans certain interactions human interaction

Interpretation:
The data shows that the majority of respondents (60%) believe AI is useful but should not
replace humans entirely. A smaller group (30%) is comfortable with AI taking over certain
interactions, indicating openness to automation. However, only 10% express concern about
losing human interaction, suggesting that most people see AI as a tool rather than a complete
replacement for human involvement.

53
14. How do you feel about ChatGPT’s response over time?
Particulars No. Of respondents
They are getting more accurate 60
They are the same as before 30
They are becoming less reliable 10
Total 100

10%

They are getting more accurate

30% They are the same as before
They are becoming less reliable
60%

Interpretation:
The data shows that the majority of respondents (60%) believe AI is useful but should not
replace humans entirely. A smaller group (30%) is comfortable with AI taking over certain
interactions, indicating openness to automation. However, only 10% express concern about
losing human interaction, suggesting that most people see AI as a tool rather than a complete
replacement for human involvement.

54
15. Would you pay for an advanced version of ChatGPT with better features?
Particulars No. Of respondent
Yes, if the features are worth it 60
No, I prefer free AI tools 40
Total 100

70
60
60

50
40
40

30

20

10

0
Yes, if the features are worth it No, I prefer free AI tools

No. Of respondent

Interpretation:
The data indicates that 60% of respondents are willing to pay for AI tools if the features
justify the cost, showing a demand for premium, value-added services. Meanwhile, 40%
prefer free AI tools, suggesting a significant portion of users prioritise cost-saving over
advanced functionalities. This highlights the need for a balance between free and paid
offerings to cater to different user preferences.

55
16. How much do you trust AI generated responses?
Particulars No. Of respondent
Completely trust 36
Somewhat trust 38
Neutral 18
Somewhat distrust 8
Completely distrust 0
Total 100

40 38
36
35

30

25

20 18

15

10 8

5
0
0
Completely trust Somewhat trust Neutral Somewhat distrust Completely distrust

No. Of respondent

Interpretation:
The data suggests that a majority of respondents have a positive level of trust in AI, with 36%
completely trusting it and 38% somewhat trusting it. A smaller portion (18%) remains
neutral, indicating uncertainty. Only 8% express some level of distrust, and none completely
distrust AI, reflecting a generally favourable perception of AI with some cautious skepticism.

56
17. Do you think AI generated content is as reliable as human created content?
Particulars No. Of respondents
Yes 28
No 28
Not sure 44
Total 100

50
44
45

40

35

30 28 28

25

20

15

10

0
Yes No Not sure

No. Of respondents

Interpretation:
The data reflects a high level of uncertainty, with 44% of respondents unsure about the
reliability of AI-generated content compared to human-created content. The remaining
responses are evenly split between those who believe AI content is reliable (28%) and those
who do not (28%). This suggests that while some trust AI, many still have doubts or need
more information to form a clear opinion.

57
18. In which areas do you trust AI the most? (Select all that apply)
Particulars No. Of respondents
Education 58
Professional/Work-related tasks 50
Personal advice 29
Healthcare advice 16
Entertainment 10

Entertainment 10

Healthcare advice 16

Personal advice 29

Professional/Work-related tasks 50

Education 58

0 10 20 30 40 50 60 70

No. Of respondents

Interpretation:
The data indicates that education (58 respondents) is the most trusted area for AI, followed by
professional or work-related tasks (50 respondents). Personal advice (29 respondents) and
healthcare advice (16 respondents) receive comparatively lower trust, suggesting that users
may still prefer human expertise in these areas. Entertainment (10 respondents) is the least
trusted, indicating that users likely rely more on human creativity and judgment in this field.

58
19. Have you ever followed AI generated advice without verifying it?
Particulars No. Of respondents
Yes, often 52
Sometimes 36
Rarely 6
Never 6
Total 100

Never 6

Rarely 6

Sometimes 36

Yes, often 52

0 10 20 30 40 50 60

No. Of respondents

Interpretation:
The data shows that a majority of respondents (52%) often follow AI-generated advice
without verifying it, indicating a high level of trust in AI. 36% follow it sometimes,
suggesting occasional reliance. However, only 6% rarely do so, and another 6% never do,
highlighting that a small segment remains cautious. Overall, the findings suggest that while
AI is widely trusted, there is still some awareness of the need for verification.

59
20. What would make you trust AI tools like ChatGPT more? (Select all that apply)
Particulars No. Of respondents
Improved accuracy and fact-checking 73
More transparency in how AI generates responses 72

Stronger data privacy policies 43

Less biased responses 48

Less biased responses 48

Stronger data privacy policies 43

More transparency in how AI generates responses 72

Improved accuracy and fact-checking 73

0 10 20 30 40 50 60 70 80

No. Of respondents

Interpretation:
The data suggests that improved accuracy and fact-checking (73 respondents) and more
transparency in AI’s response generation (72 respondents) are the top factors that would
increase trust in AI tools like ChatGPT. Less biased responses (48 respondents) and stronger
data privacy policies (43 respondents) are also important but slightly less prioritised. This
indicates that users primarily seek reliability and clarity, while fairness and security remain
key concerns.

60
 21. How accurate do you find ChatGPT’s responses?
Particulars No. Of respondents
Very accurate 45
Somewhat accurate 36
Neutral 14
Somewhat inaccurate 5
Very inaccurate 0
Total 100

50
45
45
40 36
35
30
25
20
14
15
10
5
5
0
0
Very accurate Somewhat accurate Neutral Somewhat inaccurate Very inaccurate

No. Of respondents

Interpretation:
The data shows that a majority of respondents (45%) find ChatGPT’s responses very
accurate, while 36% consider them somewhat accurate, indicating overall confidence in its
reliability. 14% remain neutral, suggesting some uncertainty, and only 5% find the responses
somewhat inaccurate. Notably, no respondents rated it as very inaccurate, reinforcing the
perception that ChatGPT generally provides dependable information.

61
22. Have you ever received biased or misleading information from ChatGPT?
Particulars No. Of respondents
Yes, often 16
Occasionally 47
Rarely 28
No, never 9
Total 100

50 47
45

40

35

30 28

25

20
16
15
9
10

0
Yes, often Occasionally Rarely No, never

No. Of respondents

Interpretation:
The data indicates that 47% of respondents have occasionally encountered biased or
misleading information from ChatGPT, while 16% report experiencing this often. On the
other hand, 28% say it happens rarely, and 9% have never faced such issues. This suggests
that while most users find ChatGPT generally reliable, there is still room for improvement in
reducing bias and misinformation.

62
23. How much do you trust ChatGPT for making decisions (e.g., career, financial, medical
advice)? (Scale of 1-5) (1- highly trustful, 5- highly distrustful)
Particulars (Scale 1-5) No. Of respondents
1 (Highly Trustful) 23
2 25
3 32
4 17
5 (Highly Distrustful) 3
Total 100

3%

17% 23%

1 (Highly Trustful)
2
3
4
5 (Highly Distrustful)

32% 25%

Interpretation:
The data suggests that trust in ChatGPT for decision-making is moderate, with most
respondents falling in the middle of the scale. 23% highly trust it (Scale 1), and 25% rate it at
2, showing a reasonable level of confidence. 32% are neutral (Scale 3), indicating
uncertainty, while 17% have lower trust (Scale 4), and only 3% highly distrust it (Scale 5).
This implies that while many users rely on ChatGPT for guidance, a significant portion still
approaches its advice with caution.

63
24. Have you ever seen unethical or harmful responses from ChatGPT?

Particulars No. Of respondents

Yes 26
No 74
Total 100

No 74

Yes 26

0 10 20 30 40 50 60 70 80

No. Of respondents

Interpretation:
The data shows that the majority of respondents, 74%, have not encountered unethical or
harmful responses from ChatGPT. However, 26% have experienced such responses,
suggesting that while most users find ChatGPT to be ethical, there is still a notable portion
who have observed problematic behaviour.

64
25. Do you think AI like ChatGPT will become more trustworthy in the future?
Particulars No. Of respondents
Yes, definitely 53
Maybe 44
No, trust will decline 3
Total 100

3%

Yes, definitely
44% Maybe
53% No, trust will decline

Interpretation:
The data suggests an overall optimistic outlook on AI’s future trustworthiness, with 53%
believing ChatGPT will definitely become more trustworthy. 44% are unsure, indicating
some hesitation or a wait-and-see approach. Only 3% think trust will decline, showing that
very few expect AI reliability to worsen. This suggests that while confidence in AI is strong,
continuous improvements are still needed to reassure skeptical users.

65
 Chapter 5:
FINDINGS,
RECOMMENDATIONS,
LIMITATIONS AND
CONCLUSIONS

66
Findings:
 The age distribution is fairly balanced, with a slight concentration in the 18–20 age
group (38%).
 Female respondents made up 61% of the sample.
 A highest number of respondents (43%) are undergraduates.
 Most users (37%) use ChatGPT for academic or work-related tasks. Curiosity and
social recommendations are also key drivers of adoption.
 A significant portion (47%) uses ChatGPT weekly, while 25% are daily users. This
suggests strong engagement, especially for routine tasks.
 Academic help and information search are the top purposes, with 44 and 43
respondents respectively. This indicates ChatGPT’s strong positioning as an
educational tool.
 Factual or informational queries are the most frequent (44%), followed by opinion-
based and creative interactions, showing versatile usage patterns.
 44% prefer ChatGPT over Google Search, while 36% use both. This indicates
increasing trust in conversational AI but also highlights continued reliance on
traditional search engines.
 66% of respondents reported increased usage over time, revealing growing trust and
integration of ChatGPT into daily routines.
 48% feel increasingly dependent on ChatGPT, suggesting it has become a go-to
solution for many Gen Z users.
 58% believe ChatGPT improves efficiency, while 30% acknowledge benefits but fear
over-reliance. Only 12% report no significant impact.
 Speed (95%), accuracy (85%), real-time updates (80%), and personalised responses
(70%) are the most valued features.
 60% see AI as helpful but not a full replacement for humans, while 30% are open to
partial replacement. Only 10% fear loss of human connection.
 60% are willing to pay for premium AI features, while 40% prefer free access,
highlighting a divide in monetisation readiness.
 36% completely trust ChatGPT, and 38% somewhat trust it. Only 8% distrust it,
suggesting overall favourable perception.
 44% remain uncertain about AI vs. human content reliability, while 28% trust AI-
generated content and another 28% do not.

67
 Education (58%) and work (50%) are the most trusted domains. Personal (29%) and
healthcare (16%) advice rank lower in trust.
 52% often follow ChatGPT’s suggestions without verification, indicating high trust,
though 36% verify it occasionally.
 Key improvements desired include higher accuracy (73), more transparency (72),
reduced bias (48), and better privacy (43).
 45% rate ChatGPT’s responses as very accurate, 36% as somewhat accurate. Only 5%
find them somewhat inaccurate.
 47% occasionally experience biased or misleading content. While not widespread, this
points to a need for better moderation.
 48% fall in the moderate-to-high trust range for using ChatGPT in decision-making.
32% remain neutral.
 74% have not faced harmful responses, but 26% have, indicating a need for ethical
safeguards in AI interaction.
 53% believe ChatGPT will become more trustworthy, while 44% are uncertain. Only
3% expect a decline in trust.

68
Recommendations:
1. Improve Accuracy and Transparency
•With 73 respondents seeking higher accuracy and 72 requesting transparency, developers
should prioritise refining factual correctness and clarifying how responses are generated (e.g.,
showing sources or confidence levels).

•Open AI and similar providers should consider offering “explainability features” for
improved user trust and understanding.

2. Enhance Trust Through Verification Tools

•Since 52% of users follow suggestions without verifying, ChatGPT could include in-built
fact-checking prompts or a “verify with sources” option to encourage responsible use,
especially in academic contexts.

3. Prioritize Education and Work Features

•Given the strong reliance on ChatGPT for academics (44%) and work (50%), tailored
features like citation generation, academic formatting, task management, and workplace
productivity tools could significantly enhance usefulness.

4. Monitor and Reduce Bias

•As 47% experience biased or misleading content occasionally, there’s a clear need for bias-
detection systems, diverse training data, and user-reporting mechanisms to improve content
neutrality and fairness.

5. Address Ethical and Safety Concerns

•With 26% encountering harmful responses, ethical filters must be strengthened. Consider
implementing a real-time feedback system to flag inappropriate content and increase
moderation layers for sensitive queries.

69
6. Develop Tiered Access Models

•Since 60% are open to paying for premium features and 40% prefer free access, offering
freemium models with clear distinctions between value-added features (like real-time updates,
personalized insights, etc.) could increase revenue without alienating users.

7. Reinforce ChatGPT’s Role as a Complement, Not Replacement

•As 60% believe AI can’t fully replace humans, awareness campaigns or disclaimers that
reinforce AI as a support tool (especially in healthcare and personal advice areas) would help
maintain trust and realistic expectations.

8. Focus on Privacy Enhancements

•With 43 respondents concerned about privacy, implementing privacy dashboards, clear data
handling policies, and optional anonymity modes would increase user confidence.

9. Build More Domain-Specific Trust

•Since trust is highest in education and work, future development could include specialised
AI models for different sectors (like education, business, healthcare, etc.) to increase domain-
specific reliability.

10. Foster Digital Literacy

•As many users trust AI without fact-checking, educational initiatives about AI limitations,
ethical use, and responsible AI interaction should be integrated into student programs or
ChatGPT onboarding tutorials

70
 Limitations of study:
Although this study provides valuable insights into Gen Z’s trust levels and AI usage trends,
it has certain limitations that should be acknowledged:

1. The survey was conducted only in Ludhiana, so the findings may not be generalised to
other cities, regions, or a broader Gen Z population. AI adoption and trust levels may vary
across different geographic areas and cultural backgrounds.

2. The sample size is limited to 100 respondents, which, while providing meaningful insights,
may not be large enough to fully capture the diverse perspectives and behaviours of Gen Z
ChatGPT users. A larger sample could offer more statistically significant results.

3. Time constraints restricted the ability to conduct a more extensive study, including deeper
qualitative research such as interviews or focus groups that could have provided more in-
depth insights into Gen Z’s perceptions.

4. Despite careful data collection efforts, respondent bias or misinterpretation of questions

may have influenced the accuracy of responses.

5. The study relies primarily on self-reported data, which means that any incorrect,
exaggerated, or biased responses could impact the findings. Direct observational studies or
ChatGPT usage tracking could provide more objective data.

6. Since AI is a rapidly evolving field, the perceptions and trust levels of Gen Z may change
over time as AI technology advances and becomes more integrated into daily life. Therefore,
the findings represent a snapshot in time rather than long-term trends.

Despite these limitations, the study provides valuable insights into how Gen Z interacts with
AI, their trust levels, and their usage trends, contributing to a better understanding of AI
adoption within this generation.

71
 Conclusion
The research highlights that ChatGPT has emerged as a widely accepted and
increasingly integrated tool among Gen Z users, primarily for academic,
professional, and informational purposes.
The findings reveal that Gen Z values ChatGPT for its speed, accuracy, and
personalized responses, with many respondents incorporating it into their daily
or weekly routines. While the majority trust ChatGPT to varying degrees, a
significant portion still approaches it with caution, especially regarding the
accuracy and ethical implications of AI-generated content.

Despite occasional concerns about bias and misinformation, the overall

sentiment towards ChatGPT is positive. Users express confidence in its
efficiency and demonstrate a willingness to rely on it for learning, research, and
even decision-making. However, the study also shows that Gen Z expects
improvements in transparency, fact-checking, and data privacy to enhance long-
term trust.
In conclusion, ChatGPT is not only a technological convenience for Gen Z—it
is becoming a trusted digital companion. Its adoption is driven by practicality
and curiosity, and while users remain open to AI advancements, they also
emphasise the importance of maintaining human oversight and ethical integrity.
This duality presents a key opportunity for developers and educators to build
more responsible, effective, and user-centric AI tools in the future

72
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73
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76
QUESTIONNAIRE

77
 Questionnaire
* Indicates required question

1. Name *

*
2. What’s your age group?
Mark only one oval.

18-20

21-23

24-26

*
3. Gender
Mark only one oval.

Male

Female

Other

*
4. Highest education level
Mark only one oval.

High school

Undergraduate

Postgraduate
Other:

78
 ChatGPT Usage trends

*
5. What first made you interested in using ChatGPT?
Mark only one oval.

Curiosity

Recommendation from a friend

Social media

friends Academic or work

related Other:
*
6. How often do you use ChatGPT?
Mark only one oval.

Daily

Weekly

Monthly

Rarely

7. What are your main reasons for using ChatGPT? (Select all that
*
apply)
Tick all that apply.

Academic assistance
Work/professional tasks
Entertainment
Research and information search
Creative Writing

79
8. What type of questions do you usually ask ChatGPT? (Select all that
*
apply)
Tick all that apply.

Factual/informational questions
Opinion based questions
Creative content generation
Coding/Technical assistance
Personal advice

*
9. Do you prefer using ChatGPT over Google Search?
Mark only one oval.

Yes

No

Sometimes

*
10. How has your usage of ChatGPT changed over time?
Mark only one oval.

Increased

Decreased

Remained the same

80
 *
11. Do you believe your dependence on ChatGPT is increasing?
Mark only one oval.

Yes, I rely on it more now.

No, my usage is stable.

No, I’m using it less than before.

*
12. Do you think ChatGPT is changing how you learn or work?
Mark only one oval.

Yes, it helps me learn/work more efficiently.

Yes, but I’m concerned about relying on it too much.

No, it has not significantly changed my approach

*
13. What would make you use ChatGPT more often? (Select all that
apply)
Tick all that apply.

Faster response time

More accurate information
More real-time updates
More personalized responses

14. How do you feel about AI chatbots like ChatGPT replacing human
*
interactions?
Mark only one oval.

I think it’s useful but should not replace humans.

I’m comfortable with AI replacing certain interactions.

I’m concerned about the loss of human interaction.

81
 *
15. How do you feel about ChatGPT’s responses over time?
Mark only one oval.

They are getting more

accurate. They are the same as

before.

They are becoming less reliable

*
16. Would you pay for an advanced version of ChatGPT with better
features?
Mark only one oval.
Yes, if the features are worth it.

No, I prefer free AI tools.

Trust levels

*
17. How much do you trust AI-generated responses?
Mark only one oval.

Completely trust

Somewhat trust

Neutral

Somewhat distrust

Completely distrust

82
 *
18. Do you think AI-generated content is as reliable as human-created
content?
Mark only one oval.

Yes

No

Not sure
*
19. In which areas do you trust AI the most? (Select all that apply)
Tick all that apply.

Education
Healthcare advice
Professional/ work related tasks
Entertainment
Personal advice

*
20. Have you ever followed AI-generated advice without verifying it?
Mark only one oval.

Yes, often

Sometimes

Rarely

Never

83
21. What would make you trust AI tools like ChatGPT more? (Select all
*
that apply)
Tick all that apply.

Improved accuracy and fact-checking

More transparency in how AI generates responses
Stronger data privacy policies
Less biased responses
*
22. How accurate do you find ChatGPT’s responses?
Mark only one oval.

Very accurate

Somewhat accurate

Neutral

Somewhat inaccurate

Very inaccurate

*
23. Have you ever received biased or misleading information from
ChatGPT?
Mark only one oval.

Yes, often

Occasionally

Rarely

No, never

84
 *
24. How much do you trust ChatGPT for making decisions (e.g., career,

financial, medical advice)? (Scale of 1-5) (1- highly trustful, 5-

highly distrustful) Mark only one oval.

5
*
25. Have you ever seen unethical or harmful responses from ChatGPT?
Mark only one oval.

Yes

No

26. Do you think AI like ChatGPT will become more trustworthy in the
*
future?

Mark only one oval

Yes, definitely

Maybe

No, trust will decline

85