Abstract Purpose The objective of this study is to adapt and evaluate the Turkish version of the Chatbot Usability Scale (BUS-11) through a confirmatory factorial analysis method. The BUS-11 scale has been established in various languages except for Turkish; thus, its validation and dissemination could serve as a means to improve chatbot interaction satisfaction among the Turkish-speaking population and hence foster growth in Turkey's conversational agent market. Methods To achieve this aim, seven customer-oriented chatbots were rated on pre-designed tasks by participants. Data gathering involved utilizing TBUS-11 with UMUX-Lite scale translated into Turkish to gauge individuals' experience after interacting with Turkish-speaking bots. Results Results show that TBUS-11 has been demonstrated to be highly reliable with a strong convergent validity with the UMUX-Lite already validated in Turkish. Moreover, the collected data fit in a very satisfactory way the expected five-factor structure of the original version of the scale, thus confirming the psychometric properties of the TBUS. Conclusion The study successfully adapted the Chatbot Usability Scale (BUS-11) into Turkish, providing a reliable and valid tool for assessing chatbot usability in the Turkish-speaking market. This can potentially enhance user satisfaction and promote the growth of conversational agents in Turkey.
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Aktaş et al. (2024) studied this question.
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