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On the usefulness of the preliminary Usability Satisfaction Questionnaire (USQ), its dimensionality, and the impact of user characteristics

Dehmel, Alexander (2020) On the usefulness of the preliminary Usability Satisfaction Questionnaire (USQ), its dimensionality, and the impact of user characteristics.

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Abstract:This study investigated the ability of the preliminary Usability Satisfaction Questionnaire (USQ), to measure user satisfaction with chatbots. We explored its concurrent validity by comparing it with an established questionnaire of usability, the UMUX-LITE, investigated its dimensionality and proposed a condensed version that we compared with previous results. Lastly, we investigated the impact of participants’ gender, “first-time usage” of chatbots, geekism, and institution-based trust on the scores of the USQ. Thirty-nine participants solved two tasks for five randomly assigned chatbots and rated the chatbots’ usability with the help of the USQ and UMUX-LITE. Some participants also filled out the institution-based trust and geekism questionnaires. The study included a correlational analysis between the USQ and the UMUX-LITE, a principal component analysis, and linear regression analyses. We found a positive correlation between the USQ and the UMUX-LITE, a PCA suggested a 5-component structure with 32 items, and linear regression analyses revealed no significant effects of the four independent variables on USQ scores. These results indicated strong psychometric qualities of the USQ and considerable overlap with prior studies despite some differences.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:77 psychology
Programme:Psychology BSc (56604)
Link to this item:http://purl.utwente.nl/essays/81681
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