Turkish Adaptation of the Chatbot System, Information and Service Quality Scale

Abstract

This study aims to adapt the "Chatbot System, Information and Service Quality" scale developed by Nguyen, Chiu, and Le (2021) into Turkish. Validity and reliability studies of the scale were conducted. The original scale consists of 7-point Likert scale and 18 items. The aim of the scale is to examine the perception of system, information, and service quality for the sustainability of the use of chatbots. This research was conducted with university students. All of the scale adaptation stages were followed in the research. In the analysis of the data, various analyses were included for the validity and reliability studies of the scale. As a result of the research, a valid and reliable scale that can be used to determine the quality of chatbot systems based on information, service and system has been introduced to the literature.