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Managing the Digitalization of Academic and Student Services in Higher Education: A Qualitative Case Study

Educational Leadership and Management Journal · Vol. 4 No. 1 (2026) · hlm. 23–40

DOI
10.22437/element.v4i1.54951
ISSN
3031-4712
Terbit
2026-05-29
Penerbit
FKIP Universitas Jambi
Bahasa
en

Abstrak

This study examines the digitalization of academic and student services in higher education to improve service efficiency, accessibility, and governance. Previous studies have mainly focused on technology adoption, system evaluation, or service quality separately, while limited research has explored digitalization as an integrated managerial process at the faculty level. This study aims to analyze the implementation of service digitalization at the Faculty of Education, Universitas Negeri Surabaya, identify supporting and inhibiting factors, and formulate an integrated implementation model. This study employed a qualitative case study approach. Data were collected through interviews, observations, and documentation involving faculty leaders, administrative staff, and system developers, and analyzed using thematic analysis. The findings show that service digitalization is influenced by needs-based planning, policy support, human resource readiness, infrastructure, and adaptive system development. Digitalization improved service efficiency, accessibility, and administrative organization, although challenges remain in digital competencies, coordination, system integration, and technical maintenance. The study proposes a cyclical implementation model consisting of planning, organizing, implementation, and continuous evaluation. The study contributes theoretically to implementation management and e-service studies in higher education digital transformation and provides practical guidance for managing digital services in a systematic and sustainable manner.

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Muhamad SholehAfiliasi tidak diketahui2
Kaniati AmaliaAfiliasi tidak diketahui2
Mohammad Syahidul HaqAfiliasi tidak diketahui2
Budi PurwokoAfiliasi tidak diketahui2
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Sumber metadata: OAI-PMH (metadata jurnal) https://online-journal.unja.ac.id/index.php/element/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 6 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Managing the Digitalization of Academic and Student Services in Higher Education: A Qualitative Case Study</dc:title>
	<dc:creator xml:lang="en">Utomo, Catur Priyo</dc:creator>
	<dc:creator xml:lang="en">Syahidul Haq, Mohammad</dc:creator>
	<dc:creator xml:lang="en">Khamidi, Amrozi</dc:creator>
	<dc:subject xml:lang="en">digital transformation</dc:subject>
	<dc:subject xml:lang="en">higher education digitalization</dc:subject>
	<dc:subject xml:lang="en">e-service implementation</dc:subject>
	<dc:subject xml:lang="en">academic service management</dc:subject>
	<dc:subject xml:lang="en">qualitative case study</dc:subject>
	<dc:description xml:lang="en">This study examines the digitalization of academic and student services in higher education to improve service efficiency, accessibility, and governance. Previous studies have mainly focused on technology adoption, system evaluation, or service quality separately, while limited research has explored digitalization as an integrated managerial process at the faculty level. This study aims to analyze the implementation of service digitalization at the Faculty of Education, Universitas Negeri Surabaya, identify supporting and inhibiting factors, and formulate an integrated implementation model. This study employed a qualitative case study approach. Data were collected through interviews, observations, and documentation involving faculty leaders, administrative staff, and system developers, and analyzed using thematic analysis. The findings show that service digitalization is influenced by needs-based planning, policy support, human resource readiness, infrastructure, and adaptive system development. Digitalization improved service efficiency, accessibility, and administrative organization, although challenges remain in digital competencies, coordination, system integration, and technical maintenance. The study proposes a cyclical implementation model consisting of planning, organizing, implementation, and continuous evaluation. The study contributes theoretically to implementation management and e-service studies in higher education digital transformation and provides practical guidance for managing digital services in a systematic and sustainable manner.</dc:description>
	<dc:publisher xml:lang="en">FKIP Universitas Jambi</dc:publisher>
	<dc:date>2026-05-29</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://online-journal.unja.ac.id/element/article/view/54951</dc:identifier>
	<dc:identifier>10.22437/element.v4i1.54951</dc:identifier>
	<dc:source xml:lang="en">Educational Leadership and Management Journal; Vol. 4 No. 1 (2026):  Element - 2026; 23-40</dc:source>
	<dc:source>3031-4712</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://online-journal.unja.ac.id/element/article/view/54951/24446</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 Educational Leadership and Management Journal</dc:rights>
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