USING GENAI CHATBOTS: USER TYPOLOGY AND STRATEGIES TO INCREASE USER TRUST

The questionnaire used to evaluate user perceptions of a generative AI conversational agent (CgAI). Respondents assessed the agent's performance across various dimensions using a 5-point Likert scale, where 1 = strongly disagree and 5 = strongly agree.
The questionnaire items are categorized by conceptual dimensions to facilitate interpretation, although they were presented in randomized order during data collection. Each item is preceded by a code that corresponds to variables listed in Tables 2, 3, and 4 of the main article.
The dimensions and corresponding items are as follows:
Performance
Measures how effectively the CgAI agent aids users in completing tasks.
PER1–PER5: Evaluate efficiency, speed, ease of interaction, and task support.
Security
Assesses user perceptions of data privacy and trust in secure handling.
SEC1–SEC4: Gauge trust in data safety, privacy respect, and secure communication.
Beneficence
Reflects the agent’s intent and competency in providing helpful, trustworthy information.
BEN1–BEN4: Measure perceived helpfulness, reliability, and user-centric behavior.
Anthropomorphism
Captures the degree to which the agent is perceived as understanding and responsive like a human.
ANT1-ANT4: Evaluate perceived understanding, contextual awareness, and adaptability to feedback.
Immediacy
Refers to the personalization and continuity of user experience over time.
IMM1–IMM3: Assess memory of past interactions, adaptation to preferences, and tailored suggestions.
Cognitive-Based Trust
Relates to the perceived accuracy and consistency of the agent’s responses.
CBT1–CBT3: Measure factual reliability and error rates.
Affect-Based Trust
Reflects emotional trust, including comfort, confidence, and emotional sensitivity.
ABT1–ABT4: Evaluate emotional support, confidence-building, and responsiveness to emotional cues.