Education Commons^™

Impressions Of Viability: How Current Enrollment Management Personnel And Former Students Perceive The Implementation Of A Chatbot Focused On Student Financial Communication, Courtney Robinson

School of Education Doctoral Projects - Higher Education

The increasingly competitive modern higher educational environment has forced student services professionals to increase focus on recruitment and retention, which corresponds with an expanding body of scholarly literature and research on retention practices (Moore, Hossler, Ziskin, & Wakhungu, 2008). These large-scale recruitment and retention goals coincide with significant declines in state and federal funding, leaving many financially-limited institutions struggling to balance higher expectations and declining resources. Oftentimes, institutions seek out technological platforms that streamline the workload, while remaining cognizant that selected platforms must appeal to the current student population, the technologically-savvy Generation Z (Castillo, 2018; Stillman & Stillman, 2017).

Outside …