Measurement scales
| Construct . | Items . | Outer loadings . |
|---|---|---|
| Information quality | IQ1: (Brand) chatbot provided me with the necessary information | 0.966 |
| IQ2: (Brand) chatbot provided responses to queries as I expected | 0.907 | |
| IQ3: (Brand) chatbot provided sufficient information | 0.912 | |
| IQ4: The information provided by (brand) chatbot was helpful regarding my questions or problems | 0.883 | |
| System quality | SQ1: I found it easy to become skillful at using (brand) chatbot | 0.831 |
| SQ2: I believe that (brand) chatbot is easy to use | 0.865 | |
| SQ3: Using (brand) chatbot required minimal mental effort | 0.726 | |
| SQ4: (Brand) chatbot was quick in response | 0.856 | |
| SQ5: Chatbots from (brand) are reliable | 0.751 | |
| Experience with the chatbot | EWC1: I enjoyed using (brand) chatbot | 0.859 |
| EWC2: The experience of using (brand) chatbot was interesting | 0.831 | |
| EWC3: I am happy with the experience of using (brand) chatbots | 0.900 | |
| Customer satisfaction | CS1: I am satisfied with the chatbot | 0.921 |
| CS2: The chatbot did a good job | 0.907 | |
| CS3: The chatbot did what I expected | 0.879 | |
| CS4: I am happy with the chatbot | 0.945 | |
| Brand-relationship quality | BRQ1: This brand says a lot about the kind of person I am | 0.694 |
| BRQ2: This brand's image and my self-image are similar in many respects | 0.868 | |
| BrQ3: This brand plays an important role in my life | 0.815 |
| Construct . | Items . | Outer loadings . |
|---|---|---|
| Information quality | IQ1: (Brand) chatbot provided me with the necessary information | 0.966 |
| IQ2: (Brand) chatbot provided responses to queries as I expected | 0.907 | |
| IQ3: (Brand) chatbot provided sufficient information | 0.912 | |
| IQ4: The information provided by (brand) chatbot was helpful regarding my questions or problems | 0.883 | |
| System quality | SQ1: I found it easy to become skillful at using (brand) chatbot | 0.831 |
| SQ2: I believe that (brand) chatbot is easy to use | 0.865 | |
| SQ3: Using (brand) chatbot required minimal mental effort | 0.726 | |
| SQ4: (Brand) chatbot was quick in response | 0.856 | |
| SQ5: Chatbots from (brand) are reliable | 0.751 | |
| Experience with the chatbot | EWC1: I enjoyed using (brand) chatbot | 0.859 |
| EWC2: The experience of using (brand) chatbot was interesting | 0.831 | |
| EWC3: I am happy with the experience of using (brand) chatbots | 0.900 | |
| Customer satisfaction | CS1: I am satisfied with the chatbot | 0.921 |
| CS2: The chatbot did a good job | 0.907 | |
| CS3: The chatbot did what I expected | 0.879 | |
| CS4: I am happy with the chatbot | 0.945 | |
| Brand-relationship quality | BRQ1: This brand says a lot about the kind of person I am | 0.694 |
| BRQ2: This brand's image and my self-image are similar in many respects | 0.868 | |
| BrQ3: This brand plays an important role in my life | 0.815 |