System Quality and Academic Service Quality in Higher Education: The Mediating Roles of Staff Technology Literacy and Organizational Change Readiness Deny Haryadi (a*) Wahyu Widada (a) Sungkem Tri Wahyuni (a) Evi Nurhidayati (a) Intan Dahlia (a) Nurul Astuti Yensy (a)
a) FKIP, University of Bengkulu
Jl. WR. Supratman, Kandang Limun, Kec. Muara Bangkahulu, Kota Bengkulu, Prov Bengkulu Indonesia
*denyllg3[at]gmail.com
Abstract
Academic information systems play a strategic role in improving academic services in higher education by accelerating information access, data management, and academic administration. However, system quality does not automatically produce optimal academic service quality without users^ technological literacy and organisational readiness to support digital change. This study aims to analyse the direct and indirect effects of System Quality on Academic Service Quality through Staff Technology Literacy and Organisational Change Readiness. A quantitative survey approach was employed involving 235 respondents from higher education users. Data were collected using a 1-5 Likert-scale questionnaire. Reliability testing was conducted using SPSS Statistics 22, while the measurement and structural models were analysed through Path Analysis using LISREL 8.8. The findings show that System Quality positively affects Staff Technology Literacy, Organisational Change Readiness, and Academic Service Quality. Staff Technology Literacy and Organisational Change Readiness also mediate the relationship between system quality and academic service quality, including through a sequential mediation path. The novelty of this study lies in its socio-technical integrative model, which explains that the success of digital academic services depends not only on system quality, but also on users^ technological competence and institutional readiness to manage change. The findings imply that improving academic services requires the integration of system quality, staff technological literacy, and organisational readiness.
Keywords: system quality, staff technology literacy, organisational change readiness
