Table 6 The results of the IPMA... | Emerald Publishing

Table 6

The results of the IPMA (indicator level)*

Indicator	Importance (0.00–1.00)	Performance (0–100)
IQ1: (Brand) chatbot provided me with the necessary information	0.210	64.440
IQ2: (Brand) chatbot provided responses to queries as I expected	0.199	63.362
IQ3: (Brand) chatbot provided sufficient information	0.192	57.974
IQ4: The information provided by (brand) chatbot was helpful regarding my questions or problems	0.184	60.129
EWC3: I am happy with the experience of using (brand) chatbots	0.096	57.543
EWC1: I enjoyed using (brand) chatbot	0.091	53.879
EWC2: The experience of using (brand) chatbot was interesting	0.090	55.819
SQ1: I found it easy to become skillful at using (brand) chatbot	0.017	60.129
SQ4: (Brand) chatbot was quick in response	0.013	77.371
SQ2: I believe that (brand) chatbot is easy to use	0.011	76.940
SQ5: Chatbots from (brand) are reliable	0.009	76.724
SQ3: Using (brand) chatbot required minimal mental effort	0.007	80.172

Indicator	Importance (0.00–1.00)	Performance (0–100)
IQ1: (Brand) chatbot provided me with the necessary information	0.210	64.440
IQ2: (Brand) chatbot provided responses to queries as I expected	0.199	63.362
IQ3: (Brand) chatbot provided sufficient information	0.192	57.974
IQ4: The information provided by (brand) chatbot was helpful regarding my questions or problems	0.184	60.129
EWC3: I am happy with the experience of using (brand) chatbots	0.096	57.543
EWC1: I enjoyed using (brand) chatbot	0.091	53.879
EWC2: The experience of using (brand) chatbot was interesting	0.090	55.819
SQ1: I found it easy to become skillful at using (brand) chatbot	0.017	60.129
SQ4: (Brand) chatbot was quick in response	0.013	77.371
SQ2: I believe that (brand) chatbot is easy to use	0.011	76.940
SQ5: Chatbots from (brand) are reliable	0.009	76.724
SQ3: Using (brand) chatbot required minimal mental effort	0.007	80.172

Note(s): *The items are ordered according to their levels of importance