UNDERGRADUATE STUDENTS’ PERCEPTION OF AI-POWERED CHATBOT FOR ENHANCING SUPPORT SERVICES IN NIGERIAN UNIVERSITIES: EVIDENCE FROM AL-HIKMAH UNIVERSITY

Abstract

This study explores students' perceptions of AI-powered chatbots for enhancing support services in Nigerian 
universities, with empirical evidence drawn from Al-Hikmah University. As the adoption of artificial intelligence 
(AI) technologies in higher education continues to rise globally, chatbots have emerged as innovative tools designed 
to improve communication, streamline administrative processes, and provide immediate assistance to students. The 
research adopts a qualitative approach, utilizing in-depth interviews with 25 students from four faculties 
(Humanities and Social Sciences, Education, Management Sciences and Agriculture) at Al-Hikmah University. The 
study aims to identify the perceived benefits and challenges influencing students' acceptance of AI-powered chatbots 
for academic and administrative support services. It seeks to understand students’ expectations regarding the 
effectiveness of chatbots in providing timely information, reducing administrative burdens, and enhancing the 
overall student experience. Findings from the study suggest that students generally perceive AI-powered chatbots as 
valuable tools for improving access to essential information, such as lecture schedules, course registration, and fee 
payments. The 24/7 availability of chatbots was highlighted as a major advantage, particularly for resolving issues 
outside of office hours. However, concerns regarding data privacy, the chatbot's accuracy, and its ability to handle 
complex queries were also raised. The study concludes by offering recommendations for the successful 
implementation of AI-powered chatbots in Nigerian universities, emphasizing the importance of user-friendly 
design, regular updates, and ensuring data security. The findings contribute to the growing body of knowledge on AI 
in higher education, providing insights for institutions considering the integration of chatbots into their support 
systems.