Adaptation of the Customer Experience Scale in Artificial Intelligence Supported Products into Turkish: A Reliability and Validity Study

Abstract

Purpose – This study aims to adapt the Customer Experience in Artificial Intelligence-Supported Products scale to Turkish in order to measure the experiential impact of Artificial Intelligence products on customers, as digitalization is now fully effective and they have become a part of every aspect of our lives. Design/methodology/approach – The original Customer Experience in Artificial Intelligence-Supported Products scale developed by Ping Wang, Kunyang Li, Qinglong Du, and Jianqiong Wang (2024) was first translated into Turkish by obtaining expert opinions, and appropriate translation processes. A questionnaire form created using quantitative methods was used to collect the data required for the analysis of the translated scale items. The data was obtained with the participation of 391 people by selecting the convenience sampling method for the study universe. The data were obtained through a questionnaire form created via Google Forms. SPSS 25.0 statistical program was used for the analysis of the study data. Findings – Because of the analysis of the study data, the KMO coefficient was found to be 0.775 due to N=391. The internal consistency value for the entire scale is Cronbach's Alpha α = 0.846. The KMO value measurement was determined as 0.775. In addition, the Bartlet test was 3766.782, p: 0.000. The sub-dimensions in the study were determined as Data Capture Experience (Cronbach's α = 0.782), Classification Experience (Cronbach's α = 0.840), Delegation Experience (Cronbach's α = 0.829), Social Experience (Cronbach's α = 0.887) and Anthropomorphic Experience (Cronbach's α = 0.896). The scale comprises of 18 items. Discussion – Artificial intelligence is an important requirement for businesses that adapt their companies under change and innovation to differentiate themselves from their competitors. Businesses aim for satisfaction while providing fast quality products and services to their customers. The scale, which was developed to determine the extent to which the customer experience of artificial intelligence-supported products used within the scope of satisfaction is effective, was translated from the original into Turkish. Because of the validity and reliability analyses, this scale, 5 sub-factors and 18 items, has been translated into Turkish and made to contribute to academic studies.