Measuring the Chatbot-User Interaction: Scale Development and Validation

This study presents the development and rigorous validation of the Chatbot-User Interaction Scale (CUIS), following Churchill's (1979) scale development framework across four stages. As chatbots increasingly transcend basic task-oriented functions due to rapid advances in artificial intelligence and natural language processing, this research addresses a timely need for a comprehensive tool to measure key aspects of chatbot-user interaction (CUI). The scale evaluates three core dimensions–interoperability, affinity, and intelligence credibility–validated through 18 items demonstrating strong convergent, construct, and discriminant validity. Additionally, the study establishes a positive “CUI-satisfaction-continuance” framework, highlighting the scale's theoretical strength. The evidence presented may benefit further efforts in similar issues by offering in-depth insights for future research and making this paper a valuable resource for academics and practitioners seeking to enhance chatbot functionality and user engagement.