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

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  • Hatice YILDIZ DURAK Necmettin Erbakan University
  • Aytuğ ONAN İzmir Katip Çelebi University




Chatbot, Chatbot Technology, Chatbot Usage, Chatbots Quality, System Quality, Information Quality, Service Quality


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.

Author Biographies

Hatice YILDIZ DURAK, Necmettin Erbakan University

Department of Educational Science, Konya, Türkiye

Department of Software Engineering, İzmir Katip Çelebi University, İzmir, Türkiye

Aytuğ ONAN, İzmir Katip Çelebi University

Department of Software Engineering,  İzmir, Türkiye




How to Cite

YILDIZ DURAK, H., & ONAN, A. (2023). Turkish Adaptation of the Chatbot System, Information and Service Quality Scale. International Conference on Applied Engineering and Natural Sciences, 1(1), 114–117. https://doi.org/10.59287/icaens.976