Service Digitalization, Service Quality, and Student Satisfaction: The Mediating Role of Operational Efficiency

Alya isti Amanda; Gilang Nugroho

doi:10.55681/economina.v5i8.3666

Authors

Alya isti Amanda Universitas Islam Riau, Indonesia
Gilang Nugroho Universitas Islam Riau, Indonesia

DOI:

https://doi.org/10.55681/economina.v5i8.3666

Abstract

This study investigates how the digitalization of academic services and the quality of administrative services affect student satisfaction, with operational efficiency as a mediator at Riau Islamic University. A cross-sectional survey of 226 active students from multiple faculties was analyzed using structural equation modeling. Measurement checks indicated that the scales were reliable and valid. Results show that digitalization improves operational efficiency but does not directly increase student satisfaction. In contrast, higher administrative service quality improves both operational efficiency and student satisfaction. Operational efficiency also mediates the relationships between digitalization and satisfaction, and between service quality and satisfaction. The model explained roughly three-quarters of the variance in operational efficiency and student satisfaction, indicating strong explanatory power. The findings suggest that universities will realize the benefits of digital transformation for students when efficient internal processes support well- designed digital systems and responsive administrative services.

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