Palavras-chave
Qualidade do Serviço
Ensino Superior
Satisfação do Estudante
Smart PLS
Como Citar
Resumo
Objetivo: Investigar como a assimilação de inteligência artificial (IA) impacta a percepção dos estudantes sobre a qualidade dos serviços universitários, considerando a satisfação dos estudantes como fator mediador.
Metodologia: Aplicou-se uma abordagem quantitativa. Os dados foram coletados por meio de um questionário tipo Likert, respondido por estudantes da Botswana Open University e da National Open University of Nigeria. Utilizou-se modelagem de equações estruturais (SEM) com Smart PLS para testar as hipóteses.
Resultados: A assimilação da IA tem impacto significativo na percepção da qualidade dos serviços universitários. A satisfação dos estudantes atua como mediadora parcial nessa relação, sendo elemento chave para o sucesso da integração da IA no ensino superior.
Originalidade/Contribuição: O estudo oferece evidências empíricas sobre o papel mediador da satisfação estudantil na relação entre assimilação de IA e qualidade do serviço, especialmente em países em desenvolvimento, ampliando o conhecimento teórico e prático na área.
Implicações Práticas: Recomenda-se que as universidades invistam em ferramentas de IA que melhorem a personalização dos serviços, a eficiência administrativa e o engajamento dos estudantes, considerando também as preocupações relacionadas à autonomia e pensamento crítico.
Limitações: O estudo é limitado a duas universidades e adota um desenho transversal, sugerindo futuros estudos longitudinais e com escopo ampliado.
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