Investigating Students' Acceptance with FAQ Chatbot: ISPSC, Tagud in Experience

George R. Villanueva Jr. and Thelma Palaoag

Chatbots are becoming permanent fixtures on a lot of educational institution's website and social media pages. Many higher education institutions have found innovative ways to use chatbots in their websites to provide a personalized learning environment and to improve student interaction and collaboration. This study aimed to assess the level of acceptability with the use of the chatbot as an alternative communication channel to answer students' frequently asked questions (FAQs) on admission and scholarships at the Ilocos Sur Polytechnic State College (ISPSC), Tagudin Campus. Out of the 105 respondents who were purposively selected, only 86 students responded with the survey instrument which represents 82% of the participants. The purposive selection was deemed necessary to ensure that only the students who have prior a conversation with the chatbot are selected to assess the chatbot. The data collected from the participants of the study were analyzed using frequency and weighted mean to determine the level of acceptability as to usefulness, usability, and satisfaction. In general, the level of acceptability indicates that the chatbot is a useful form of communication to handle frequently asked questions of students and receive immediate information related to admission and scholarships offered by the institution.

Volume 12 | 01-Special Issue

Pages: 227-233

DOI: 10.5373/JARDCS/V12SP1/20201067