Generative AI Chatbots in Higher Education: An Exploratory Study of Student Support, Satisfaction, and Challenges
Abstract: Artificial intelligence (AI) chatbots trained using large language models offer significant opportunities and pose challenges for the higher education (HE) sector (McGrath et al., 2025). This study examines the emerging application of generative AI (GenAI) chatbots in higher education, focusing on student support, satisfaction, and implementation challenges. Recent empirical research indicates that students hold positive attitudes and have high awareness of GenAI in academic research and learning environments (Farran et al., 2026). Using Partial Least Squares Structural Equation Modelling (PLS-SEM), this study considers key factors influencing chatbot adoption, student perceptions, and educational results. The findings highlight the critical role of perceived usefulness, ease of use, and efficiency, while addressing concerns about data privacy and ethical aspects. The paper discusses strategic recommendations for integrating GenAI into higher education governance.
Keywords: Artificial Intelligence, Generative AI, ChatGPT, Higher Education, Personal Learning, Ethical Issues, Student Awareness
How to Cite?: Umesh S, "Generative AI Chatbots in Higher Education: An Exploratory Study of Student Support, Satisfaction, and Challenges", Volume 15 Issue 9, September 2026, International Journal of Science and Research (IJSR), Pages: 1814-1816, https://www.ijsr.net/getabstract.php?paperid=SR26927144349, DOI: https://dx.doi.org/10.21275/SR26927144349