AI Service Quality, Employee Satisfaction, and Well-Being in Modern Workplaces: The Moderating Role of AI Literacy

Abstract

This research explores how employees' perceived quality of artificial intelligence (AI) services shapes their satisfaction and psychological well-being at work. Drawing on the ISS model and the SERVQUAL framework, the study focuses on four key AI service quality dimensions: reliability, transparency, responsiveness, and empathy. AI literacy is introduced as a moderating factor, offering insight into how employees' knowledge and comfort with AI tools influence their experience. Based on data collected from 278 professionals across various sectors, findings reveal that higher perceived AI service quality leads to greater employee satisfaction, which in turn enhances psychological well-being. Moreover, AI literacy strengthens the impact of system-related AI quality attributes while diminishing the relative influence of Interaction-Related AI quality attributes. These results offer meaningful theoretical insights and actionable guidance for organizations aiming to improve employee experience through intelligent systems.