Bibliographic citations
Garagay, I., (2024). Usabilidad de un chatbot para la gestión del estrés académico en la Universidad Nacional de San Martín [Universidad Nacional de San Martín. Fondo Editorial]. http://hdl.handle.net/11458/6108
Garagay, I., Usabilidad de un chatbot para la gestión del estrés académico en la Universidad Nacional de San Martín []. PE: Universidad Nacional de San Martín. Fondo Editorial; 2024. http://hdl.handle.net/11458/6108
@misc{renati/1055173,
title = "Usabilidad de un chatbot para la gestión del estrés académico en la Universidad Nacional de San Martín",
author = "Garagay Mozombite, Itzel",
publisher = "Universidad Nacional de San Martín. Fondo Editorial",
year = "2024"
}
The use of chatbots to treat psychological disorders, such as depression, anxiety or stress, has been widely discussed in the scientific literature due to their growing recognition as an effective and promising tool in mental health care. However, despite this growing interest, there is a limited number of studies focused on the evaluation of these systems. Faced with this reality, the general objective of this research was to determine the level of usability of a chatbot for academic stress management at the National University of San Martín. For this purpose, a basic, quantitative-qualitative and descriptive study was developed. The population and sample included 27 undergraduate students enrolled during the 2023-II academic year. Observation and survey techniques were employed, using instruments such as the data sheet and the SUS (Usability Scales System) questionnaire. Among the results, the speed, fluency, interactivity and comprehensibility of the chatbot to manage academic stress were evaluated. Users interacted with the chatbot for an average of 18.63 minutes. Fluency was reflected in a consistent number of messages discussed (59.19) and sent (58.19), indicating consistency. Erroneous messages were minimal, with an average of 0.19, showing high accuracy. Interactivity was effective, with a consistent number of useful messages (53). Although descriptive messages showed slight variability, the mean of 6.19 indicated that the chatbot provided adequate information. Comprehensibility was mostly positive, with few users finding the responses ambiguous or neutral. Regarding satisfaction with the use of the chatbot, SUS questionnaire results ranged from 55 to 95, with an average of 72, reflecting positive usability and effectiveness in stress management. Finally, it was concluded that the chatbot designed for academic stress management at the National University of San Martín reached an acceptable level of usability according to the users' perception.
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