The Role of Digital Transformation in Enhancing Academic Service Quality: An Exploratory Study of Faculty Opinions in Higher Education Institutions within the Zakho Independent Administration

Abstract

    The main objective of this study is to test the effect of digital transformation on academic service quality. Digital transformation is measured by four dimensions: digital strategy, infrastructure, digital culture, and digital leadership. Academic service quality is measured by five dimensions: faculty member quality, scientific research quality, academic administration quality, curriculum and program quality, and continuous improvement.

One of the key justifications for selecting the higher education sector in the Independent Administration of Zakho as the study's field is the lack of any prior research linking digital transformation and academic service quality in the cities of Zakho and Duhok. This study aims to fill that knowledge gap. The study's sample consisted of faculty members in higher education institutions, and a hypothetical model was developed to reflect the relationship between the study's variables.

The descriptive-analytical approach was used to collect and analyze data. The study's population included (571) faculty members in higher education institutions within the Independent Administration of Zakho. Data was collected through an electronic questionnaire distributed to the study population. A total of )268 (responses were retrieved, with )230 (valid for statistical analysis, representing 40% of the total population (571) during the survey period.

Data was analyzed and hypotheses were tested using appropriate statistical methods available in (SPSS V 25) The results showed varying levels of digital transformation practices among faculty members, as well as different levels of their perception of academic service quality. The findings also revealed a significant positive correlation between digital transformation and academic service quality. Furthermore, the study demonstrated a significant positive impact of digital transformation on enhancing academic service quality at both the overall and dimensional levels.

Based on these conclusions, several recommendations were proposed. The most important of these is to increase the focus on using smart technology to enhance the skills and capabilities of faculty members and to generalize its use across all educational institutions.