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Artificial Intelligence Conversational Agents : A Measure of Satisfaction in Use

Bekmanis, Norberts (2023) Artificial Intelligence Conversational Agents : A Measure of Satisfaction in Use.

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Abstract:As technology evolves and takes over tasks done by humans, conversational agents (chatbots) have been and are implemented into various interactive systems. Federici et al. (2020) have pointed out an increase of necessity in the domain of chatbots for validated scales for human-chatbot interaction measurements. Although existing standardised scales (UMUX, SUS, CSUQ) are usable to measure user satisfaction, they lack the focus on chatbots and their aspects (Tariverdiyeva & Borsci, 2019). The aim of this study was to advance previous work done on the new scale BUS-11 (Borsci et al., 2022) to investigate the BUS-11 from the psychometrics and designometrics perspectives, and the relationships between BUS-11 and UMUX-Lite, RSME, and familiarity. The results showed that the five-factor structure model of the BUS-11 was confirmed from the psychometrics perspective, however, more research should be done from the designometrics perspective, as the results suggested a different (smaller) factorial structure. The items of the BUS-11 proved to be reliable from both perspectives, and the analysis showed that BUS-11 is a valid measurement tool for user satisfaction of chatbots. Lastly, the results showed a negative correlation between BUS-11 and RSME, and a positive correlation between BUS-11 and familiarity, however, a weak one.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:70 social sciences in general, 77 psychology
Programme:Psychology MSc (66604)
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