Design and validation of the scale for the adoption of artificial intelligence in the online shopping experience of Peruvian consumers
Artificial intelligence has become a crucial tool for effective customer management; therefore, this research aims to design and validate a scale measuring the adoption of artificial intelligence in the customer experience. It is approached from a quantitative methodology perspective and an instrume...
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| Formato: | Artículo |
| Lenguaje: | inglés |
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Frontiers Media SA
2026
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| Acceso en línea: | Enlace permanente (DOI o Handle) |
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| _version_ | 1881508970610294784 |
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| author | Cruz Tarrillo, Jose Joel Tarrillo Paredes, José Haro-Zea, Karla Liliana Diaz Saavedra, Robin Alexander |
| author_browse | Cruz Tarrillo, Jose Joel Diaz Saavedra, Robin Alexander Haro-Zea, Karla Liliana Tarrillo Paredes, José |
| author_facet | Cruz Tarrillo, Jose Joel Tarrillo Paredes, José Haro-Zea, Karla Liliana Diaz Saavedra, Robin Alexander |
| author_sort | Cruz Tarrillo, Jose Joel |
| collection | Producción científica |
| description | Artificial intelligence has become a crucial tool for effective customer management; therefore, this research aims to design and validate a scale measuring the adoption of artificial intelligence in the customer experience. It is approached from a quantitative methodology perspective and an instrumental design. A survey was conducted among 528 customers who frequently make virtual purchases. Then, an exploratory analysis was conducted to determine the factor structure of the scale, followed by a confirmatory analysis to validate the construct. On the other hand, an invariance analysis was conducted to determine whether the construct varies across groups. The results show a multidimensional scale of 16 items grouped into 4 factors (trust in AI, perception of AI, knowledge of AI, shopping experience). Each factor consists of four items, using a Likert-type response scale where 1 indicates “totally disagree” and 5 indicates “totally agree”. In conclusion, the proposed scale is a valid measure. It can be used to continue exploring this concept in other latitudes, serving as a valuable tool for entrepreneurs to make an effective diagnosis of this new technology. |
| format | Article |
| id | oai:cris.upeu.edu.pe:20.500.15037/2835 |
| institution | UPeU |
| language | English |
| publishDate | 2026 |
| publishDateRange | 2026 |
| publishDateSort | 2026 |
| publisher | Frontiers Media SA |
| publisherStr | Frontiers Media SA |
| record_format | dspace |
| spelling | oai:cris.upeu.edu.pe:20.500.15037/28352026-10-30T17:05:59ZDesign and validation of the scale for the adoption of artificial intelligence in the online shopping experience of Peruvian consumersCruz Tarrillo, Jose JoelTarrillo Paredes, JoséHaro-Zea, Karla LilianaDiaz Saavedra, Robin AlexanderArtificial intelligenceMeasurementScaleFactor analysisPsychometricsexperienceCustomerArtificial intelligence has become a crucial tool for effective customer management; therefore, this research aims to design and validate a scale measuring the adoption of artificial intelligence in the customer experience. It is approached from a quantitative methodology perspective and an instrumental design. A survey was conducted among 528 customers who frequently make virtual purchases. Then, an exploratory analysis was conducted to determine the factor structure of the scale, followed by a confirmatory analysis to validate the construct. On the other hand, an invariance analysis was conducted to determine whether the construct varies across groups. The results show a multidimensional scale of 16 items grouped into 4 factors (trust in AI, perception of AI, knowledge of AI, shopping experience). Each factor consists of four items, using a Likert-type response scale where 1 indicates “totally disagree” and 5 indicates “totally agree”. In conclusion, the proposed scale is a valid measure. It can be used to continue exploring this concept in other latitudes, serving as a valuable tool for entrepreneurs to make an effective diagnosis of this new technology.Article10.3389/frai.2025.17126142-s2.0-105029125367https://hdl.handle.net/20.500.15037/2835enFrontiers in Artificial IntelligenceFrontiers in Artificial Intelligence2624-8212Frontiers Media SA2026-01-202026-06-27T02:34:10Z2026-06-27T02:34:10Z |
| spellingShingle | Artificial intelligence Measurement Scale Factor analysis Psychometrics experience Customer Cruz Tarrillo, Jose Joel Tarrillo Paredes, José Haro-Zea, Karla Liliana Diaz Saavedra, Robin Alexander Design and validation of the scale for the adoption of artificial intelligence in the online shopping experience of Peruvian consumers |
| title | Design and validation of the scale for the adoption of artificial intelligence in the online shopping experience of Peruvian consumers |
| title_full | Design and validation of the scale for the adoption of artificial intelligence in the online shopping experience of Peruvian consumers |
| title_fullStr | Design and validation of the scale for the adoption of artificial intelligence in the online shopping experience of Peruvian consumers |
| title_full_unstemmed | Design and validation of the scale for the adoption of artificial intelligence in the online shopping experience of Peruvian consumers |
| title_short | Design and validation of the scale for the adoption of artificial intelligence in the online shopping experience of Peruvian consumers |
| title_sort | design and validation of the scale for the adoption of artificial intelligence in the online shopping experience of peruvian consumers |
| topic | Artificial intelligence Measurement Scale Factor analysis Psychometrics experience Customer |
| topic_facet | Artificial intelligence Measurement Scale Factor analysis Psychometrics experience Customer |
| url | https://hdl.handle.net/20.500.15037/2835 |
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