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

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

Mehmet İlker Berkman , Şafak Şahin

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.

Anahtar Kelimeler

web kullanılabilirliği, hedonik kalite, pragmatik kalite, PLS-CFA

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

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.

Anahtar Kelimeler

web usability, hedonic quality, pragmatic quality, PLS-CFA

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