IJIET 2026 Vol.16(7): 1925-1934
doi: 10.18178/ijiet.2026.16.7.2654
doi: 10.18178/ijiet.2026.16.7.2654
A Hybrid ECM–KM Model for Predicting Sustainable Use of AI-based Chatbots in Higher Education
Ngoc-Hong Duong *, Hong Anh Vo Thi, Kim Hue Phan Thi, and Truc Quynh Tran Thi
School of International Business and Marketing, University of Economics Ho Chi Minh City, Ho Chi Minh City, Vietnam
Email: hongdn@ueh.edu.vn (N.-H.D.); anhvo.31231026739@st.ueh.edu.vn (H.A.V.T.); huephan.31231023855@st.ueh.edu.vn (K.H.P.T.); quynhtran.31231026498@st.ueh.edu.vn (T.Q.T.T.)
*Corresponding author
Email: hongdn@ueh.edu.vn (N.-H.D.); anhvo.31231026739@st.ueh.edu.vn (H.A.V.T.); huephan.31231023855@st.ueh.edu.vn (K.H.P.T.); quynhtran.31231026498@st.ueh.edu.vn (T.Q.T.T.)
*Corresponding author
Manuscript received December 23, 2025; revised January 25, 2026; accepted February 19, 2026; published July 22, 2026
Abstract—This study explores the sustainable use of Artificial Intelligence (AI) chatbots in Higher Education by integrating the Expectation Confirmation Model (ECM) with Knowledge Management (KM) factors. Although the research and application of chatbots in universities have expanded to support both learning and administrative processes, there remains a lack of comprehensive strategies to encourage their continued practical use, particularly in developing countries such as Vietnam. A conceptual model was developed by incorporating ECM and KM constructs to investigate their influence on students’ behavioral intentions and the long-term sustainability of chatbot usage. Data were collected from 468 Vietnamese university students and analyzed through Structural Equation Modeling (SEM). The results demonstrate the importance of aligning user expectations with chatbot performance and of encouraging active participation in knowledge-sharing and management activities to ensure the long-term sustainability of this technology. This study provides theoretical contributions and managerial implications for educational institutions looking to adopt AI-based solutions to enhance student learning experiences and promote digital transformation effectively and sustainably.
Keywords—Artificial Intelligence (AI)-based chatbots, behavioral intention, expectation confirmation model, Higher education, knowledge sharing, sustainable use of technology
Copyright © 2026 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).
Keywords—Artificial Intelligence (AI)-based chatbots, behavioral intention, expectation confirmation model, Higher education, knowledge sharing, sustainable use of technology
Cite: Ngoc-Hong Duong, Hong Anh Vo Thi, Kim Hue Phan Thi, and Truc Quynh Tran Thi, "A Hybrid ECM–KM Model for Predicting Sustainable Use of AI-based Chatbots in Higher Education," International Journal of Information and Education Technology, vol. 16, no. 7, pp. 1925-1934, 2026.
Copyright © 2026 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).