Assessing Chatbot Adoption in Universities for Administrative and Operational Efficiency

As technology becomes more sophisticated, many industries are increasingly adopting chatbots widely, especially in the field of education and higher education. In Indonesia itself, many universities have started implementing chatbots, although they are still in the early stages. The aim is to provide better quality responsive services to students. However, the adoption of chatbot development in the Indonesian education sector still has high hopes. The government and educational institutions in Indonesia show high interest in digital transformation. Therefore, chatbots have great potential to become an important part in advancing the digitalization of educational services in Indonesia, especially administrative and operational services in higher education. This study aims to identify factors that influence users' intentions to use chatbots at universities for administrative and operational processes. This study will be shared using Google form and test the main construct factors such as Perceived Usefulness (PU), perceived ease of use (PEOU), perceived convenience (PC), facilitating conditions (FC), and social influence (SI), which are analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). This study will show how factors influence user intentions in adopting chatbots for administrative and operational processes.