The Influence of Digital Transformation on Service Quality in The Education Sector

Abstract

Digital transformation is the key to success in the VUCA era, including the education sector. This study aims to measure digital transformation in the education sector, particularly in higher education. This study uses a quantitative approach to address the research questions. Data collection was carried out through a survey of all employees of Universitas Terbuka via WhatsApp and email. Data analysis is carried out using SEM-PLS. The results of the study show that resources, information systems, and organizational structure and culture influence the success of digital transformation and the quality of education services. Factors that have an important role are the structure and culture of the organization. Organizational culture has a significant role in changing patterns of educational services. The implications of the study show the need to carry out similar research at several levels of education, such as digital transformation in primary, secondary, and tertiary education on face-to-face learning.