Authors:
Andreas Hinderks
1
;
Martin Schrepp
2
;
Maria Rauschenberger
3
and
Jörg Thomaschewski
3
Affiliations:
1
Computer Languages and Systems, University of Sevilla, Sevilla, Spain
;
2
SAP SE, Germany
;
3
Faculty of Technology, University of Applied Science Emden/Leer, Emden, Germany
Keyword(s):
User Experience Questionnaire, Trust, Measurement, Questionnaires, UX, Validation, Factor Analysis.
Abstract:
As digital technologies advance, user experience (UX) has become crucial for software and services success. The User Experience Questionnaire Plus (UEQ+) is a flexible tool used to evaluate UX through questionnaires tailored to specific problems, yet a critical factor often overlooked is Trust. Trust, understood as a user’s belief in a software’s ability to function consistently, securely, and with respect for user data privacy, is especially pivotal in areas like financial services, health informatics, and e-commerce platforms. This paper focuses on the construction and validation of Trust as a new factor in the UEQ+. During the construction phase, an initial collection of potential items was assembled for the trust factor. A subsequent study involving 405 participants facilitated the reduction of these items to four, a task accomplished via factor analysis. The proceeding stages involved two additional validation phases, enlisting a total of 897 participants, wherein the selected i
tems were subject to validation. The culmination of this process resulted in a newly validated factor, Trust, which is constituted by the following items: insecure-secure, untrustworthy-trustworthy, unreliable-reliable, and non-transparent-transparent.
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