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WEB VE MOBİL SERVİSLERİN KULLANILABİLİRLİĞİNİ ÖLÇMEK ÜZERE SUPR-Q ÖLÇEĞİNİN TÜRKÇE'YE ADAPTASYONU

Yıl 2021, Cilt: 11 Sayı: 4, 1328 - 1347, 31.08.2021

Öz

SUPR-Q (Standardized User Experience Percentile Rank Questionnaire) alışveriş ve e-ticaret hizmeti veren siteler gibi, kullanıcıdan gelen verileri işlemeye dayalı web siteleri ve mobil uygulamaları değerlendirmek için son derece uygun bir kullanılabilirlik ölçeğidir. 8 maddelik SUPR-Q'nun Türkçe uyarlaması, Türk alışveriş siteleri kullanıcılarından toplanan 120 yanıt üzerinden değerlendirilmiştir. 4 faktörlü Görünüm, Sadakat, Kullanılabilirlik ve Güven modeli, Kısmi En Küçük Karelere dayalı Doğrulayıcı Faktör Analizi kullanılarak veri kümesi bazında kısmen doğrulanmıştır. Bu nedenle, dijital ürünlerin hedonik ve pragmatik kalitesi arasındaki yakın ilişki hakkında devam eden tartışmaları ve literatürde güven ile sadakat arasındaki kurulan güçlü nedensel ilişkiyi göz önünde bulundurarak, Ergonomi ve Güvenilirlik boyutlarından oluşan bir ölçüm modeli önerilmiştir. Hem dört faktörlü hem de iki faktörlü modeller, iyi düzeyde bir iç tutarlılık göstermektedir ve web sitelerinin yanı sıra mobil uygulamalar arasındaki farklılıklara karşı da hassastır. Her iki ölçeğin alt boyut puanları Türkçe Bilgisayar Sistemleri Kullanılabilirlik Anketi'nin (T-CSUQ) alt ölçekleri ile korelasyon içerisindedir. Sonuçlar, Türkçe’ye çevrilmiş SUPR-Q öğelerimizin siteler veya uygulamalar arasında ayrım yapabildiğini ve İngilizce olarak uygulanan UMUX'tan daha hassas olduğunu, duyarlılığının ise Türkçe T-CSUQ-SV ile karşılaştırılabilir olduğunu göstermiştir. SUPR-Q'nun daha az öğeye sahip olduğu düşünüldüğünde, web sitelerini öznel kullanıcı deneyimi açısından değerlendirmek için kısa bir araca ihtiyaç duyan araştırmacılar için önerilmektedir.

Kaynakça

  • Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information and Management, 39(6). doi.org/10.1016/S0378-7206(01)00113-6
  • Alharoon, D., & Gillan, D. J. (2020). The Relation of the Perceptions of Aesthetics and Usability. Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 64(1). doi.org/10.1177/1071181320641452
  • Barnes, S. J. (2020). Information management research and practice in the post-COVID-19 world. International Journal of Information Management, 55. doi.org/10.1016/j.ijinfomgt.2020.102175
  • Barnes, S., & Vidgen, R. (2000). WebQual : An Exploration of Web-site Quality. Communications, 1, 298–305. doi.org/10.1.1.107.5463
  • Berkman, M. I., & Karahoca, D. (2016). Re-Assessing the Usability Metric for User Experience (UMUX) Scale. Journal of Usability Studies, 11(3), 89–109. dl.acm.org/citation.cfm?id=2993221
  • Brooke, J. (1996). SUS-A quick and dirty usability scale. Usability Evaluation in Industry, 189-194, CRC Press.
  • Chang, S. H., Chih, W. H., Liou, D. K., & Hwang, L. R. (2014). The influence of web aesthetics on customers’ PAD. Computers in Human Behavior, 36. doi.org/10.1016/j.chb.2014.03.050
  • Dijkstra, T. K., & Henseler, J. (2015). Consistent Partial Least Squares Path Modeling. MIS Quarterly, 39(2), 297–316. www.jstor.org/stable/26628355
  • Erdinç, O., & Lewis, J. R. (2013). Psychometric Evaluation of the T-CSUQ: The Turkish Version of the Computer System Usability Questionnaire. International Journal of Human-Computer Interaction, 29(5). doi.org/10.1080/10447318.2012.711702
  • Finstad, K. (2010). The Usability Metric for User Experience. Interacting with Computers, 22(5). doi.org/10.1016/j.intcom.2010.04.004
  • Göl, H., İlhan, E., Ot, İ., Döm, İ., & Çakır, İ. (2019). E-Ticaretin Gelişimi, Sınırların Aşılması ve Yeni Normlar. www.eticaretraporu.org/wp-content/uploads/2019/05/DD-TUSIAD-ETicaret-Raporu-2019.pdf
  • Hair, J.F., Hollingsworth, C. L., Randolph, A. B., & Chong, A. Y. L. (2017). An updated and expanded assessment of PLS-SEM in information systems research. Industrial Management & Data Systems, 117(3), 442–458. doi.org/10.1108/IMDS-04-2016-0130
  • Hair, J.F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. doi.org/10.2753/MTP1069-6679190202
  • Hair, J.F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1). doi.org/10.1108/EBR-11-2018-0203
  • Hartmann, J., Sutcliffe, A., & de Angeli, A. (2007). Investigating attractiveness in web user interfaces. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems - CHI ’07. doi.org/10.1145/1240624.1240687
  • Hassenzahl, M., & Monk, A. (2010). The Inference of Perceived Usability From Beauty. Human-Computer Interaction, 25(3). doi.org/10.1080/07370024.2010.500139
  • Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology research: updated guidelines. Industrial Management & Data Systems, 116(1), 2–20. doi.org/10.1108/IMDS-09-2015-0382
  • Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. doi.org/10.1007/s11747-014-0403-8
  • Kirakowski, J., & Cierlik, B. (1998). Measuring the usability of web sites. Proceedings of the Human Factors and Ergonomics Society, 1. doi.org/10.1177/154193129804200405
  • Lavie, T., & Tractinsky, N. (2004). Assessing dimensions of perceived visual aesthetics of web sites. International Journal of Human-Computer Studies, 60(3). doi.org/10.1016/j.ijhcs.2003.09.002
  • Leiner, D. J. (2021). SoSci Survey (soscisurvey.de) (Version 3.2.24).
  • Lewis, J. R. (1995). IBM computer usability satisfaction questionnaires: Psychometric evaluation and instructions for use. International Journal of Human-Computer Interaction, 7(1). doi.org/10.1080/10447319509526110
  • Lewis, J. R. (2018). Measuring Perceived Usability: The CSUQ, SUS, and UMUX. International Journal of Human-Computer Interaction. doi.org/10.1080/10447318.2017.1418805
  • Lewis, J. R., Utesch, B. S., & Maher, D. E. (2015). Investigating the correspondence between UMUX-LITE and SUS scores. Lecture Notes in Computer Science (Including Subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 9186. doi.org/10.1007/978-3-319-20886-2_20
  • Lindgaard, G., Dudek, C., Sen, D., Sumegi, L., & Noonan, P. (2011). An exploration of relations between visual appeal, trustworthiness and perceived usability of homepages. ACM Transactions on Computer-Human Interaction, 18(1). doi.org/10.1145/1959022.1959023
  • Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). WebQual TM : A Measure of Web Site Quality. Marketing Theory and Applications, 13(3).
  • Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2007). WebQual: An instrument for consumer evaluation of web sites. International Journal of Electronic Commerce, 11(3). https://doi.org/10.2753/JEC1086-4415110302
  • Reichheld, F. F. (2003). The One Number You Need to Grow. In Harvard Business Review (Vol. 81, Issue 12).
  • Reinartz, W., Haenlein, M., & Henseler, J. (2009). An empirical comparison of the efficacy of covariance-based and variance-based SEM. International Journal of Research in Marketing, 26(4). doi.org/10.1016/j.ijresmar.2009.08.001
  • Ringle, C., Wende, S., & Becker, J.-M. (2015). SmartPLS3 (3.3.2). Boenningstedt: SmartPLS GmbH. smartpls.com
  • Sauro, J. (2015). SUPR-Q: A Comprehensive Measure of the Quality of the Website User Experience. Journal of Usability Studies, 10(2), 68–86. dl.acm.org/doi/10.5555/2817315.2817317
  • Schreiber, J. B. (2021). Issues and recommendations for exploratory factor analysis and principal component analysis. Research in Social and Administrative Pharmacy, 17(5). doi.org/10.1016/j.sapharm.2020.07.027
  • Skulmowski, A., Augustin, Y., Pradel, S., Nebel, S., Schneider, S., & Rey, G. D. (2016). The negative impact of saturation on website trustworthiness and appeal: A temporal model of aesthetic website perception. Computers in Human Behavior, 61. doi.org/10.1016/j.chb.2016.03.054
  • van Schaik, P., & Ling, J. (2003). The effect of link colour on information retrieval in educational intranet use. Computers in Human Behavior, 19(5). doi.org/10.1016/S0747-5632(03)00004-9
  • Wang, J., & Senecal, S. (2008). Measuring perceived website usability. Journal of Internet Commerce, 6(4). doi.org/10.1080/15332860802086318
  • Yılmaz, Ö., & Bayram, O. (2020). COVID-19 pandemi döneminde Türkiye’de e-ticaret ve e-ihracat. Kayseri Üniversitesi Sosyal Bilimler Dergisi. doi.org/10.51177/kayusosder.777097

ADAPTING SUPR-Q INTO TURKISH FOR ASSESSING USER EXPERIENCE IN WEB AND MOBILE SERVICES

Yıl 2021, Cilt: 11 Sayı: 4, 1328 - 1347, 31.08.2021

Öz

SUPR-Q (- Standardized User Experience Percentile Rank Questionnaire) is a usability scale that is highly suitable for assessing websites and mobile applications which have transactional capabilities, such as shopping and e-commerce services. The Turkish adaptation of 8-item SUPR-Q is evaluated through 120 responses collected from users of Turkish shopping websites. The evidence for the 4-factor model of Appearance, Loyalty, Usability and Trust was partly verified based on the dataset, using Partial Least Squares based Confirmatory Factor Analysis. For this reason, we proposed a two-factor measurement model of Ergonomics and Credibility dimensions, considering the ongoing discussions on the close relationship between hedonic and pragmatic quality of digital artefacts, and the strong causal relationship between trust and loyalty given in the literature. Both four-factor and two-factor models, showed a good level of internal consistency and they are sensitive to the differences between web sites as well as mobile apps. Both scales’ scores have correlated with the relevant subscales of Turkish Computer System Usability Questionnaire. Our results suggest that our translated SUPR-Q items are capable of distinguishing between the sites as well as mobile shopping apps, and more sensitive than the UMUX applied in English, while its sensitivity is comparable with the Turkish T-CSUQ-SV. Considering that SUPR-Q has fewer items, it can be a good choice for researchers who need a brief tool for assessing web sites in terms of subjective user experience.

Kaynakça

  • Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information and Management, 39(6). doi.org/10.1016/S0378-7206(01)00113-6
  • Alharoon, D., & Gillan, D. J. (2020). The Relation of the Perceptions of Aesthetics and Usability. Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 64(1). doi.org/10.1177/1071181320641452
  • Barnes, S. J. (2020). Information management research and practice in the post-COVID-19 world. International Journal of Information Management, 55. doi.org/10.1016/j.ijinfomgt.2020.102175
  • Barnes, S., & Vidgen, R. (2000). WebQual : An Exploration of Web-site Quality. Communications, 1, 298–305. doi.org/10.1.1.107.5463
  • Berkman, M. I., & Karahoca, D. (2016). Re-Assessing the Usability Metric for User Experience (UMUX) Scale. Journal of Usability Studies, 11(3), 89–109. dl.acm.org/citation.cfm?id=2993221
  • Brooke, J. (1996). SUS-A quick and dirty usability scale. Usability Evaluation in Industry, 189-194, CRC Press.
  • Chang, S. H., Chih, W. H., Liou, D. K., & Hwang, L. R. (2014). The influence of web aesthetics on customers’ PAD. Computers in Human Behavior, 36. doi.org/10.1016/j.chb.2014.03.050
  • Dijkstra, T. K., & Henseler, J. (2015). Consistent Partial Least Squares Path Modeling. MIS Quarterly, 39(2), 297–316. www.jstor.org/stable/26628355
  • Erdinç, O., & Lewis, J. R. (2013). Psychometric Evaluation of the T-CSUQ: The Turkish Version of the Computer System Usability Questionnaire. International Journal of Human-Computer Interaction, 29(5). doi.org/10.1080/10447318.2012.711702
  • Finstad, K. (2010). The Usability Metric for User Experience. Interacting with Computers, 22(5). doi.org/10.1016/j.intcom.2010.04.004
  • Göl, H., İlhan, E., Ot, İ., Döm, İ., & Çakır, İ. (2019). E-Ticaretin Gelişimi, Sınırların Aşılması ve Yeni Normlar. www.eticaretraporu.org/wp-content/uploads/2019/05/DD-TUSIAD-ETicaret-Raporu-2019.pdf
  • Hair, J.F., Hollingsworth, C. L., Randolph, A. B., & Chong, A. Y. L. (2017). An updated and expanded assessment of PLS-SEM in information systems research. Industrial Management & Data Systems, 117(3), 442–458. doi.org/10.1108/IMDS-04-2016-0130
  • Hair, J.F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. doi.org/10.2753/MTP1069-6679190202
  • Hair, J.F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1). doi.org/10.1108/EBR-11-2018-0203
  • Hartmann, J., Sutcliffe, A., & de Angeli, A. (2007). Investigating attractiveness in web user interfaces. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems - CHI ’07. doi.org/10.1145/1240624.1240687
  • Hassenzahl, M., & Monk, A. (2010). The Inference of Perceived Usability From Beauty. Human-Computer Interaction, 25(3). doi.org/10.1080/07370024.2010.500139
  • Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology research: updated guidelines. Industrial Management & Data Systems, 116(1), 2–20. doi.org/10.1108/IMDS-09-2015-0382
  • Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. doi.org/10.1007/s11747-014-0403-8
  • Kirakowski, J., & Cierlik, B. (1998). Measuring the usability of web sites. Proceedings of the Human Factors and Ergonomics Society, 1. doi.org/10.1177/154193129804200405
  • Lavie, T., & Tractinsky, N. (2004). Assessing dimensions of perceived visual aesthetics of web sites. International Journal of Human-Computer Studies, 60(3). doi.org/10.1016/j.ijhcs.2003.09.002
  • Leiner, D. J. (2021). SoSci Survey (soscisurvey.de) (Version 3.2.24).
  • Lewis, J. R. (1995). IBM computer usability satisfaction questionnaires: Psychometric evaluation and instructions for use. International Journal of Human-Computer Interaction, 7(1). doi.org/10.1080/10447319509526110
  • Lewis, J. R. (2018). Measuring Perceived Usability: The CSUQ, SUS, and UMUX. International Journal of Human-Computer Interaction. doi.org/10.1080/10447318.2017.1418805
  • Lewis, J. R., Utesch, B. S., & Maher, D. E. (2015). Investigating the correspondence between UMUX-LITE and SUS scores. Lecture Notes in Computer Science (Including Subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 9186. doi.org/10.1007/978-3-319-20886-2_20
  • Lindgaard, G., Dudek, C., Sen, D., Sumegi, L., & Noonan, P. (2011). An exploration of relations between visual appeal, trustworthiness and perceived usability of homepages. ACM Transactions on Computer-Human Interaction, 18(1). doi.org/10.1145/1959022.1959023
  • Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). WebQual TM : A Measure of Web Site Quality. Marketing Theory and Applications, 13(3).
  • Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2007). WebQual: An instrument for consumer evaluation of web sites. International Journal of Electronic Commerce, 11(3). https://doi.org/10.2753/JEC1086-4415110302
  • Reichheld, F. F. (2003). The One Number You Need to Grow. In Harvard Business Review (Vol. 81, Issue 12).
  • Reinartz, W., Haenlein, M., & Henseler, J. (2009). An empirical comparison of the efficacy of covariance-based and variance-based SEM. International Journal of Research in Marketing, 26(4). doi.org/10.1016/j.ijresmar.2009.08.001
  • Ringle, C., Wende, S., & Becker, J.-M. (2015). SmartPLS3 (3.3.2). Boenningstedt: SmartPLS GmbH. smartpls.com
  • Sauro, J. (2015). SUPR-Q: A Comprehensive Measure of the Quality of the Website User Experience. Journal of Usability Studies, 10(2), 68–86. dl.acm.org/doi/10.5555/2817315.2817317
  • Schreiber, J. B. (2021). Issues and recommendations for exploratory factor analysis and principal component analysis. Research in Social and Administrative Pharmacy, 17(5). doi.org/10.1016/j.sapharm.2020.07.027
  • Skulmowski, A., Augustin, Y., Pradel, S., Nebel, S., Schneider, S., & Rey, G. D. (2016). The negative impact of saturation on website trustworthiness and appeal: A temporal model of aesthetic website perception. Computers in Human Behavior, 61. doi.org/10.1016/j.chb.2016.03.054
  • van Schaik, P., & Ling, J. (2003). The effect of link colour on information retrieval in educational intranet use. Computers in Human Behavior, 19(5). doi.org/10.1016/S0747-5632(03)00004-9
  • Wang, J., & Senecal, S. (2008). Measuring perceived website usability. Journal of Internet Commerce, 6(4). doi.org/10.1080/15332860802086318
  • Yılmaz, Ö., & Bayram, O. (2020). COVID-19 pandemi döneminde Türkiye’de e-ticaret ve e-ihracat. Kayseri Üniversitesi Sosyal Bilimler Dergisi. doi.org/10.51177/kayusosder.777097
Toplam 36 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Makaleler
Yazarlar

Mehmet İlker Berkman 0000-0002-2340-9373

Şafak Şahin 0000-0003-2459-8476

Yayımlanma Tarihi 31 Ağustos 2021
Gönderilme Tarihi 29 Haziran 2021
Kabul Tarihi 11 Ağustos 2021
Yayımlandığı Sayı Yıl 2021 Cilt: 11 Sayı: 4

Kaynak Göster

APA Berkman, M. İ., & Şahin, Ş. (2021). ADAPTING SUPR-Q INTO TURKISH FOR ASSESSING USER EXPERIENCE IN WEB AND MOBILE SERVICES. Turkish Online Journal of Design Art and Communication, 11(4), 1328-1347.


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