Examining attitudes towards chatbots used in open and distance learning support services

Students in the field of Open and Distance Learning are more isolated compared to face-to-face students, and therefore, factors such as social support, quality service, and interaction are crucial for the continuity of their learning. However, due to the high number of students in the field and the high cost of human resources, difficulties may arise in providing these supports. Chatbot technology, widely used in many sectors, can be an option to solve these problems. In recent years, numerous studies have been conducted to understand how users perceive chatbots. These studies aim to enhance user experience and improve chatbot designs. However, there is a limited number of studies conducted in the field of Open and Distance Learning support services. This study aims to determine how chatbots used in Open and Distance Learning support services are perceived by users. The perceived quality dimension, which incorporates various aspects of interaction, one of the most characteristic features of chatbots, is examined in relation to users' privacy concerns, hedonic motivations, and facilitating conditions. Users' age, gender, educational background, distance learning history, and their interaction needs are also considered in this context, and their relationships with the factors are examined. The study results reveal significant relationships between perceived quality and privacy concerns, hedonic motivation, and facilitating conditions. A significant relationship is also observed between facilitating conditions and hedonic motivation. Regarding age and distance learning history, participants' perceptions of perceived quality, privacy concerns, hedonic motivation, and facilitating conditions are found to be similar. However, there are significant differences in the average scores of perceived quality, privacy concerns, hedonic motivation, and facilitating conditions based on gender, educational background, and interaction needs with humans Keywords: Chatbot, Facilitating conditions, Open and distance learning, Privacy, Quality.