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Confirmatory Factor Analysis of a new Satisfaction Scale for conversational agents and the role of decision-making styles

Kerwien Lopez, S.M. (2021) Confirmatory Factor Analysis of a new Satisfaction Scale for conversational agents and the role of decision-making styles.

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Abstract:Companies working in consumer service are increasingly implementing the usage of chatbots, to help the users to reach their end goal. In many instances the interactions do not meet the expectations the users have towards chatbots. It is therefore important to have a measure of user satisfaction to assess whether the chatbot is able to fulfil its task according to the expectations. A standardized measure for satisfaction levels in chatbot interaction is not yet readily available. Borsci et al. (under review), took the first step to develop such a questionnaire. Participants were invited to interact with 10 different chatbots and their satisfaction levels were measured after each interaction. Thereafter, confirmatory factor analysis was performed, and results show evidence for a new four-factor model, consisting of fourteen items. Correlation analysis with the UMUX-Lite questionnaire showed significant correlation results, indicating a good external validity. Moreover, to enable a wider usage the scale was translated into Spanish and correlation analysis with the English version indicated that the translation was reliable and measures a similar concept of satisfaction. Lastly, the overall influence of decision-making styles, as measured by the general decision-making style scale, on satisfaction levels was assessed and no significant influence was found.
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/86852
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