Melola Discovery

← Melola Discovery

Journal

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) · pp. 23–40

DOI
10.22437/element.v4i1.54951
ISSN
3031-4712
Published
2026-05-29
Publisher
FKIP Universitas Jambi
Language
en

Abstract

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.

Keywords

Collaboration network of the authors

14 authors · 44 co-authorship links

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Muhamad SholehAffiliation unknown2
Kaniati AmaliaAffiliation unknown2
Mohammad Syahidul HaqAffiliation unknown2
Budi PurwokoAffiliation unknown2
Zaenal MutaqinAffiliation unknown1
Yatim RiyantoAffiliation unknown1
Megha Nilasari KhoiroAffiliation unknown1
Mufarrihul HazinAffiliation unknown1
Nuphanudin NuphanudinAffiliation unknown1
Antok SetiawanAffiliation unknown1
Karwanto KarwantoAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://online-journal.unja.ac.id/index.php/element/oai, first harvested 6 Nov 2026, last seen 6 Nov 2026.
Original metadata (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<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>
</oai_dc:dc>