Leveraging AI for Enhanced Support - Satisfaction Levels of Users Utilizing Virtual Assistant in Open Education

Oct 15, 2026

Uploaded by Elsa

This study explores users' perceptions of the Virtual Assistant application facilitated by the Anadolu University Open Education System, evaluating effectiveness and user satisfaction through opinions on its importance and delivered experience. A sequential explanatory mixed-method design first used an online Virtual Assistant Satisfaction Survey with 374 participants, followed by focus group discussions with 18 users. Results show moderate satisfaction overall and alignment with expectations, with strong approval for adherence to the Open Education website’s design language. Lower evaluations emerge for the specificity and utility of information and overall usability, with recommendations focused on user-centric improvement and further research.

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages21

Reading Time53 min

AccessFree to download

Abstract

Highlights

What is already known about this topic

What this paper contributes

Implications for theory, practice, and policy

Introduction

Leveraging AI for Enhanced Support: Satisfaction Levels of Users Utilizing Virtual Assistant in Open Education Sefa Emre Öncü, İrfan Süral Abstract: This study explores users' perceptions of the Virtual Assistant application facilitated by the Anadolu University Open Education System. It assesses the application's effectiveness and user satisfaction by analyzing opinions regarding its importance and the experience it delivers. The research delineates its population as learners engaging with the Virtual Assistant within the Anadolu University Open Education Framework. Employing a sequential explanatory design within mixed-method research methodologies, the investigation commenced with an online Virtual Assistant Satisfaction Survey involving 374 participants as the sample-subsequent focus group discussions with 18 users aimed to delve deeper into satisfaction levels vis-à-vis user expectations. Findings indicate a moderate level of satisfaction among users with the Virtual Assistant application, reflecting a congruence with anticipated outcomes. Moreover, the analysis across various dimensions revealed a comprehensive satisfaction in alignment with user expectations, particularly highlighting approval for the application’s adherence to the Open Education website’s design language. Conversely, dissatisfaction was noted concerning the specificity and utility of the information provided. The study identifies a disparity in satisfaction levels, with high marks in design aspects and lower evaluations in usability. Recommendations are extended towards enhancing the Virtual Assistant and similar tools through user-centric development and encouraging further research predicated on the insights garnered from this study. Keywords: higher education, open education, open and distance learning, student support service, artificial intelligence, virtual assistant, chatbot , human-machine interaction, service quality, user satisfaction. Highlights What is already known about this topic: • Learners in open education need support for different reasons. Institutions can provide support services through other tools. Artificial intelligence-based support tools are one of them. • The services provided must be satisfactory to use support tools effectively in open education institutions. Users' opinions and suggestions are essential for improving the services. What this paper contributes: • This study addresses the gap in research regarding user perceptions of the limited number of AI-based support systems. • It reveals the satisfaction levels among learners at a mass open online education institution concerning the significance and experience of an AI-based support application, Implications for theory, practice, and policy: • The research contributes to the literature for developing Artificial Intelligence (AI)-based applications in open education institutions based on user opinions. • The findings from the study emphasize the importance of integrating AI-based support systems for learners and all employees within the open education institution. Introduction Globally, learners unable to enroll in traditional higher education programs for various reasons increasingly access resources and services provided by institutions offering open and distance learning, thanks to technological advancements. This trend has become a significant component of the educational process for many (Öztürk, 2018) . In the context of Türkiye , Anadolu University has been the nationwide leader in delivering higher education through an open education system since 1982, holding the central authority for such education today. Providing systematic administrative support to learners post-enrollment is a cornerstone of open and distance education institutions . These institutions sustain support services until learners fulfill their course requirements (Şen, 2021) . Anadolu University’s Open Education System facilitates face-to-face services through r

FAQs

How was user satisfaction with the Virtual Assistant measured?

The study used an online Virtual Assistant Satisfaction Survey with 374 participants, followed by focus group discussions with 18 users to explore satisfaction in relation to user expectations.

What did the findings show about users’ satisfaction levels?

Users reported a moderate level of satisfaction, with results indicating alignment with anticipated outcomes across several dimensions.

Which areas received the lowest evaluations and what recommendations follow?

Dissatisfaction was linked to the specificity and utility of the information provided, reflecting lower usability scores. The study recommends user-centric improvements to the Virtual Assistant and similar tools and encourages further research based on the findings.

Oct 15, 2026

Uploaded by Elsa