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Chatbot Usability Scale in Chinese Users: Cross-Cultural Adaptation and Validation Study.

Haoming Ma1, Runyuan Pei1, Sijia Li1

  • 1School of Nursing, Peking Union Medical College, Chinese Academy of Medical Sciences, 33 Badachu Road, Beijing, 100144, China, 86 13522112889.

JMIR Human Factors
|April 6, 2026
PubMed
Summary
This summary is machine-generated.

A new Chinese version of the Chatbot Usability Scale (BUS-11) was developed and validated. This tool offers reliable chatbot usability assessment for Chinese users and supports cross-cultural research.

Keywords:
chatbotcross-cultural adaptationsatisfactionusabilityuser experience

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Area of Science:

  • Human-Computer Interaction
  • Psychometrics
  • Natural Language Processing

Background:

  • Chatbot usability evaluation is limited, especially in non-Western regions.
  • China is a major chatbot market, yet lacks a validated usability scale.
  • The existing Chatbot Usability Scale (BUS-11) has strong psychometric properties.

Purpose of the Study:

  • Translate and culturally adapt the BUS-11 for Chinese users.
  • Validate the psychometric properties of the Chinese BUS-11.
  • Provide a reliable tool for assessing chatbot usability in China.

Main Methods:

  • Cross-cultural adaptation including forward-backward translation and expert review.
  • Pilot testing for clarity and feasibility.
  • A validation study with 214 participants evaluating 10 chatbot systems.

Main Results:

  • The Chinese BUS-11 demonstrated excellent content validity (0.92) and internal consistency (Cronbach α=0.92).
  • A clear 3-factor structure (Accessibility, Interaction Process Quality, Information Quality) was identified, explaining 56.1% of variance.
  • The scale is concise, user-friendly, and psychometrically robust.

Conclusions:

  • This study introduces the first validated Chinese version of the BUS-11.
  • The validated scale enables reliable cross-cultural comparisons of chatbot usability.
  • It supports research and practical design evaluation in human-computer interaction within Chinese contexts.