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