Decision-Making Strategy for Digital Transformation: A Two-Year Analytical Study and Follow-Up Concerning Innovative Improvements in University e-Services

Abstract

Universities worldwide strive to provide the best student services possible, particularly those that support student achievements and career goals. Therefore, academic advising continues to be a significant part of the student experience, one which universities need to fully understand in terms of its objectives, application processes, and required skill. As a result of significant technological improvements since the turn of the millennium, including expanding internet applications and digital transformations, universities have established computer information systems that support academic advising and course registration services. This study examined the effects of modifications to the electronic academic advising and course registration systems at King Abdulaziz University in 2018, and then again in 2020, following a university-wide system failure in 2018 resulting from a demand overload. In 2018, a preliminary statistical analysis and student feedback survey were conducted by the authors to measure student satisfaction with the online portal On-Demand University Services (ODUS Plus). In addition to recommendations suggested by the 2018 analysis such as balancing the load distribution of the university’s network, organizational (i.e., non-technical) solutions, rules, and regulations were adjusted such as progressive course registration that prioritized those expected to graduate first. The survey and analysis were repeated by the authors in 2020 to assess improvements in student satisfaction. As a result of the changes, the investigation revealed improved student satisfaction with the performance of ODUS Plus and network access. Overall, students were significantly more satisfied in 2020 than in 2018. This research shows that some technical challenges can be resolved using re-engineered processes and organizational solutions.