University of Twente Student Theses
Assessing user satisfaction with information chatbots: a preliminary investigation
Balaji, Divyaa (2019) Assessing user satisfaction with information chatbots: a preliminary investigation.
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| Abstract: | Despite the increasing number of service chatbots available today, it has been observed that many often fail to impress (Brandtzaeg & Folstad, 2018) - chatbot developers may thus benefit from a diagnostic measure of user satisfaction. This thesis follows previous work on developing a diagnostic questionnaire that assesses user satisfaction with information chatbots. A pre-experimental phase was undertaken in which the original list of chatbot features obtained from Tariverdiyeva and Borsci (2019) was reviewed by a team of experts and an extended literature review was conducted to ensure that all relevant chatbot features had been identified - the resulting list was used to generate an item pool. Study 1 describes a series of focus groups in which participants discussed the updated list of chatbot features and item pool based on which further refinement took place. Study 2 describes the administration of the item pool to a sample of university students and analyses conducted in order to test the questionnaire’s factor structure. It was found that the data acquired from participants can be captured by four factors - communication quality, interaction quality, perceived privacy and perceived speed. Actions for future studies are discussed in order to arrive at the desired questionnaire. |
| Item Type: | Essay (Master) |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 77 psychology |
| Programme: | Psychology MSc (66604) |
| Link to this item: | https://purl.utwente.nl/essays/79785 |
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