Trust in Chatbot (Følstad, Nordheim & Bjørkli)
Information SystemsReliability: alpha 0.843 sample items
About this scale
A multi-item measure of trust in chatbots, validated across customer-service contexts. Captures perceived expertise, responsiveness, human-likeness, and brand reputation.
Sample item(s)
“The chatbot has the expertise needed to help me”
“I can rely on the chatbot's responses”
“The chatbot understands what I'm asking”
Reliability
Reported internal consistency: alpha 0.84. As a rule of thumb, Cronbach’s α ≥ .70 is considered acceptable, ≥ .80 good, and ≥ .90 excellent for established measures.
Notes
Increasingly relevant as chatbots become primary customer-service interface.
Source & citation
Følstad, A., Nordheim, C. B., & Bjørkli, C. A. (2018): What makes users trust a chatbot for customer service? An exploratory interview study. Internet Science: 5th International Conference, INSCI 2018, pp. 194–208.
Følstad, Nordheim & Bjørkli (2018): Trust in chatbot. INSCI 2018, 194–208.
Source. Scale details are summarised from the publication cited above. Always consult the original source for the full item set, scoring, and permission to use.
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