IDEAS home Printed from https://ideas.repec.org/a/spr/jcsosc/v8y2025i3d10.1007_s42001-025-00387-7.html
   My bibliography  Save this article

Understanding the intention to use artificial intelligence chatbots in education: The role of individual innovativeness and AI trust among university students

Author

Listed:
  • Şahin Gökçearslan

    (Gazi University)

  • Elif Esiyok

    (Atılım University)

  • Kemal Gurkan Kucukergin

    (Ankara Haci Bayram Veli University
    Atılım University)

Abstract

AI chatbots, which use artificial intelligence and are growing in popularity offer interactive learning environments. In this current study, we used the Technology Acceptance Model (TAM) for the acceptance of AI chatbots in the educational environment. The expanded model included the variables of AI chatbot trust and individual innovativeness. A total of 306 university students participated in the research. According to the Partial Least Squares Structural Equation Modeling (PLS-SEM) results, the model explained 61% of the variance in intention to use AI chatbots for educational purposes. This study shows that AI trust and individual innovativeness offer deeper insights into the research model. Based on these findings, practical recommendations include providing supportive activities to improve ease of use and usefulness, encouraging innovation among less innovative students, and enhancing chatbot design with more humanistic and pedagogical features to build trust and engagement.

Suggested Citation

  • Şahin Gökçearslan & Elif Esiyok & Kemal Gurkan Kucukergin, 2025. "Understanding the intention to use artificial intelligence chatbots in education: The role of individual innovativeness and AI trust among university students," Journal of Computational Social Science, Springer, vol. 8(3), pages 1-23, August.
    • Handle: RePEc:spr:jcsosc:v:8:y:2025:i:3:d:10.1007_s42001-025-00387-7
    DOI: 10.1007/s42001-025-00387-7
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s42001-025-00387-7
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s42001-025-00387-7?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    References listed on IDEAS

    as
    1. Nicky Terblanche & Martin Kidd, 2022. "Adoption Factors and Moderating Effects of Age and Gender That Influence the Intention to Use a Non-Directive Reflective Coaching Chatbot," SAGE Open, , vol. 12(2), pages 21582440221, May.
    2. Santiago Melián-González & Desiderio Gutiérrez-Taño & Jacques Bulchand-Gidumal, 2021. "Predicting the intentions to use chatbots for travel and tourism," Current Issues in Tourism, Taylor & Francis Journals, vol. 24(2), pages 192-210, January.
    3. Ritu Agarwal & Jayesh Prasad, 1998. "A Conceptual and Operational Definition of Personal Innovativeness in the Domain of Information Technology," Information Systems Research, INFORMS, vol. 9(2), pages 204-215, June.
    4. Kasilingam, Dharun Lingam, 2020. "Understanding the attitude and intention to use smartphone chatbots for shopping," Technology in Society, Elsevier, vol. 62(C).
    5. Przegalinska, Aleksandra & Ciechanowski, Leon & Stroz, Anna & Gloor, Peter & Mazurek, Grzegorz, 2019. "In bot we trust: A new methodology of chatbot performance measures," Business Horizons, Elsevier, vol. 62(6), pages 785-797.
    6. Szabolcs Nagy & Noemi Hajdu, 2021. "Consumer Acceptance of the Use of Artificial Intelligence in Online Shopping: Evidence From Hungary," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 23(56), pages 155-155, February.
    7. Paas, Leonard J. & Dolnicar, Sara & Karlsson, Logi, 2018. "Instructional Manipulation Checks: A longitudinal analysis with implications for MTurk," International Journal of Research in Marketing, Elsevier, vol. 35(2), pages 258-269.
    8. Lijun Chen & Apetogbo Komlan Aklikokou, 2020. "Determinants of E-government Adoption: Testing the Mediating Effects of Perceived Usefulness and Perceived Ease of Use," International Journal of Public Administration, Taylor & Francis Journals, vol. 43(10), pages 850-865, July.
    9. Noor Irliana Mohd Rahim & Noorminshah A. Iahad & Ahmad Fadhil Yusof & Mohammed A. Al-Sharafi, 2022. "AI-Based Chatbots Adoption Model for Higher-Education Institutions: A Hybrid PLS-SEM-Neural Network Modelling Approach," Sustainability, MDPI, vol. 14(19), pages 1-22, October.
    10. Tahani Z. Aldahdouh & Petri Nokelainen & Vesa Korhonen, 2020. "Technology and Social Media Usage in Higher Education: The Influence of Individual Innovativeness," SAGE Open, , vol. 10(1), pages 21582440198, January.
    11. Liliana Ionescu-Feleaga & Bogdan-Stefan Ionescu & Mariana Bunea, 2021. "The IoT Technologies Acceptance in Education by the Students From the Economic Studies in Romania," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 23(57), pages 342-342.
    12. Kock, Florian & Josiassen, Alexander & Assaf, A. George, 2019. "The xenophobic tourist," Annals of Tourism Research, Elsevier, vol. 74(C), pages 155-166.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Massilva Dekkal & Manon Arcand & Sandrine Prom Tep & Lova Rajaobelina & Line Ricard, 2024. "Factors affecting user trust and intention in adopting chatbots: the moderating role of technology anxiety in insurtech," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 699-728, September.
    2. Meennapa Rukhiran & Napasorn Phaokla & Paniti Netinant, 2022. "Adoption of Environmental Information Chatbot Services Based on the Internet of Educational Things in Smart Schools: Structural Equation Modeling Approach," Sustainability, MDPI, vol. 14(23), pages 1-32, November.
    3. Mark Anthony Camilleri & Ciro Troise, 2023. "Live support by chatbots with artificial intelligence: A future research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 61-80, March.
    4. Mahendar Goli & Anoop Kumar Sahu & Surajit Bag & Pavitra Dhamija, 2023. "Users' Acceptance of Artificial Intelligence-Based Chatbots: An Empirical Study," International Journal of Technology and Human Interaction (IJTHI), IGI Global Scientific Publishing, vol. 19(1), pages 1-18, January.
    5. Kamoonpuri, Sana Zehra & Sengar, Anita, 2023. "Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    6. Habib, Muhammad Danish & Attri, Rekha & Salam, Mohammad Asif & Yaqub, Muhammad Zafar, 2025. "Retail consumers' conundrum: An in-depth qualitative study navigating the motivations and aversion of chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
    7. Mariani, Marcello M. & Hashemi, Novin & Wirtz, Jochen, 2023. "Artificial intelligence empowered conversational agents: A systematic literature review and research agenda," Journal of Business Research, Elsevier, vol. 161(C).
    8. Huang, Yu-Shan (Sandy) & Dootson, Paula, 2022. "Chatbots and service failure: When does it lead to customer aggression," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    9. Jan, Ihsan Ullah & Ji, Seonggoo & Kim, Changju, 2023. "What (de) motivates customers to use AI-powered conversational agents for shopping? The extended behavioral reasoning perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    10. Kock, Florian & Nørfelt, Astrid & Josiassen, Alexander & Assaf, A. George & Tsionas, Mike G., 2020. "Understanding the COVID-19 tourist psyche: The Evolutionary Tourism Paradigm," Annals of Tourism Research, Elsevier, vol. 85(C).
    11. Tran, Anh D. & Pallant, Jason I. & Johnson, Lester W., 2021. "Exploring the impact of chatbots on consumer sentiment and expectations in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    12. Zericho R. Marak & Subhajit Pahari & Rishabh Shekhar & Ashish Tiwari, 2025. "Factors affecting chatbots in banking services: the UTAUT2 and innovation resistance theory perspective," Journal of Innovation and Entrepreneurship, Springer, vol. 14(1), pages 1-27, December.
    13. Arce-Urriza, Marta & Chocarro, Raquel & Cortiñas, Mónica & Marcos-Matás, Gustavo, 2025. "From familiarity to acceptance: The impact of Generative Artificial Intelligence on consumer adoption of retail chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
    14. Seok Chan Jeong & Beom-Jin Choi, 2022. "Moderating Effects of Consumers’ Personal Innovativeness on the Adoption and Purchase Intention of Wearable Devices," SAGE Open, , vol. 12(4), pages 21582440221, November.
    15. Rajat Kumar Behera & Pradip Kumar Bala & Arghya Ray, 2024. "Cognitive Chatbot for Personalised Contextual Customer Service: Behind the Scene and beyond the Hype," Information Systems Frontiers, Springer, vol. 26(3), pages 899-919, June.
    16. Robertson, Jeandri & Ferreira, Caitlin & Botha, Elsamari & Oosthuizen, Kim, 2024. "Game changers: A generative AI prompt protocol to enhance human-AI knowledge co-construction," Business Horizons, Elsevier, vol. 67(5), pages 499-510.
    17. Samani, Ali Riahi & Talebian, Ahmadreza & Mishra, Sabyasachee & Golias, Mihalis, 2025. "Evaluating consumer shopping, delivery demands, and last-mile preferences: An integrated MDCEV-HCM approach," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 197(C).
    18. Magasu Oliver & Mileji Pauline & Lubbungu Jive, 2021. "E-Learning in the ‘New Normal’ on Students at Kwame Nkrumah University in Zambia: Inclusive or Exclusive," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 8(2), pages 208-214, February.
    19. Alalwan, Ali Abdallah & Baabdullah, Abdullah M. & Rana, Nripendra P. & Tamilmani, Kuttimani & Dwivedi, Yogesh K., 2018. "Examining adoption of mobile internet in Saudi Arabia: Extending TAM with perceived enjoyment, innovativeness and trust," Technology in Society, Elsevier, vol. 55(C), pages 100-110.
    20. Sujin Park & Ali Tafti & Galit Shmueli, 2024. "Transporting Causal Effects Across Populations Using Structural Causal Modeling: An Illustration to Work-from-Home Productivity," Information Systems Research, INFORMS, vol. 35(2), pages 686-705, June.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:jcsosc:v:8:y:2025:i:3:d:10.1007_s42001-025-00387-7. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.