Evaluating the Impact of ICT Quality on User Satisfaction in Higher Education Administration

Abstract

Digital transformation presents significant challenges for public institutions in conflict-affected developing countries, such as Yemen, particularly regarding Information and Communication Technology (ICT) quality and its impact on employee satisfaction. This study examines the influence of ICT quality, encompassing system, information, and service dimensions, on user satisfaction among administrative staff at Yemen’s Ministry of Higher Education. Employing a quantitative research design, data were gathered from 291 staff members using a structured questionnaire. Rigorous psychometric assessments confirmed the reliability and convergent validity of the constructs (e.g., Cronbach’s alpha > 0.70, Composite Reliability > 0.70, AVE > 0.50). Empirical analysis revealed a statistically significant positive correlation between ICT quality dimensions and user satisfaction. While Overall Quality (M = 3.876, SD = 0.209) was perceived highly, User Satisfaction (M = 3.267, SD = 0.692) showed higher variability. These results highlight the critical need for targeted training and orientation programs, especially for new employees, to improve ICT system utilization. Such initiatives are essential for aligning individual roles with organizational objectives, thereby enhancing overall user satisfaction and supporting seamless ICT integration within the ministry.