From Satisfaction to Strategy: A Structural Model for Implementing Generative AI Chatbots in Campus Bureaucracy Toward Sustainable Service Innovation — Sofiyah et al. (2025)
The growing demand for digital transformation in higher education has highlighted the limitations of conventional bureaucratic systems. This study aims to develop and evaluate a structural model for implementing generative AI chatbots in campus administration, focusing on their ability to deliver sustainable service innovation. Integrating behavioral modeling and computational logic, the research adopts a mixed- methods approach. A questionnaire was distributed to 300 respondents, and data were analyzed using Partial Least Squares Structural Equation Modeling (SmartPLS). This study integrates…
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