Understanding the Total Value of Information Technology Services from the Perspective of Students and Academic Staffs

Today service providers are more focused on the value produced by delivering information technology (IT) services, rather than focused on the procurement of IT services. The value from the two perspectives: service providers and service consumers, contribute to the total value of IT services namely Total Value Orientation (TVO). This study focuses on understanding the total value of a key operational service in educational sector, i.e. academic online (SIM Akademik), from the perspective of academic staffs as service provider, and students as service consumers. The goal of this study is to find factors that contribute to the delivery of value from each perspective. In order to find those factors, a conceptual model of TVO was adopted and implemented by collecting data using different questionnaire assessments for each perspective. Then the questionnaire results served as inputs for understanding the relationships between factors on the conceptual model by applying the partial least square (PLS) technique using SmartPLS software. This study results in factors that are perceived well by students and academic staffs. Students understands that service quality is the most important factor while academic staffs understands that technology transfer factor is important for the delivery of service value of academic online (SIM Akademik). Some recomendations are proposed, e.g. optimizing the capacity of server infrastructure and managing access schedule for users when performing course enrollments in order to minimize the impacts from server down due to many users accessing SIM Akademik.