Table 2

Measurement scales

ConstructItemsOuter loadings
Information qualityIQ1: (Brand) chatbot provided me with the necessary information0.966
IQ2: (Brand) chatbot provided responses to queries as I expected0.907
IQ3: (Brand) chatbot provided sufficient information0.912
IQ4: The information provided by (brand) chatbot was helpful regarding my questions or problems0.883
System qualitySQ1: I found it easy to become skillful at using (brand) chatbot0.831
SQ2: I believe that (brand) chatbot is easy to use0.865
SQ3: Using (brand) chatbot required minimal mental effort0.726
SQ4: (Brand) chatbot was quick in response0.856
SQ5: Chatbots from (brand) are reliable0.751
Experience with the chatbotEWC1: I enjoyed using (brand) chatbot0.859
EWC2: The experience of using (brand) chatbot was interesting0.831
EWC3: I am happy with the experience of using (brand) chatbots0.900
Customer satisfactionCS1: I am satisfied with the chatbot0.921
CS2: The chatbot did a good job0.907
CS3: The chatbot did what I expected0.879
CS4: I am happy with the chatbot0.945
Brand-relationship qualityBRQ1: This brand says a lot about the kind of person I am0.694
BRQ2: This brand's image and my self-image are similar in many respects0.868
BrQ3: This brand plays an important role in my life0.815
[ViewLarge]
This Feature Is Available To Subscribers Only

or Create an Account

Close Modal
Close Modal