Descriptive Statistics and Reliability and Validity Testing

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Copyright: 2025
Pages: 12
Source title: Digital Government and Public Interaction: Platforms, Chatbots, and Public Satisfaction
Source Author(s)/Editor(s): Yuanyuan Guo (Tsinghua University, China)
DOI: 10.4018/979-8-3693-3665-6.ch007

Keywords: Information Science Reference / Knowledge Management and Library Science / Public and Sector Management / Public Relations

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Abstract

This chapter evaluates the reliability and validity of data concerning public satisfaction with government chatbots across two scenarios: government service use and government information consultation. Section 7.1 presents descriptive statistics that provide a foundational understanding of the collected data. Section 7.2 details the rigorous testing procedures employed, including the KMO and Bartlett's test, to ensure the reliability of the scales used to measure Public Expectations, System Perception, Emotional Perception, Social Support, Behavioral Quality, and Public Satisfaction. The chapter discusses the reliability coefficients for each dimension, showing that all meet established standards. This analysis not only verifies the robustness of the measurement tools but also highlights the critical role of reliable data in assessing public service and information systems.

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