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The advent of artificial intelligence technologies, exemplified by platforms such as ChatGPT, has created a profound global impact, with a particular resonance in education. This research aims to integrate the information systems success (ISS) model with the stimulus-organism-response (SOR) paradigm to explore how information quality and service quality individually, jointly, congruently, and incongruently affect higher education students’ trust in ChatGPT, satisfaction, and continuance usage intention.

We employed a sophisticated methodology - polynomial regression with response surface analysis - and conducted our study with a sample of 468 higher education students selected in Vietnam using a three-phase stratified random sampling approach to evaluate the hypotheses developed.

The findings indicate that both information and service quality influence higher education students’ trust directly and positively in ChatGPT, satisfaction, and continuance usage intention. Moreover, a balance between information quality and service quality can increase students’ level of trust in ChatGPT, satisfaction, and intention to continue using it. Nevertheless, a significant incongruity between information quality and service quality will likely reduce trust in ChatGPT, satisfaction, and the intention to continue using the service.

This research is one of the first to offer a shred of empirical evidence about how information quality and service quality interact congruently and incongruently with each other to trigger higher education students’ trust in ChatGPT, satisfaction, and continuance usage intention of ChatGPT. It thus offers valuable insights for leveraging the benefits and mitigating potential challenges associated with adopting this innovative technology in educational settings.