Improving Service Performance in Private Universities in Indonesia through Digital Transformation and Managerial Competence

Abstract

This study examines the impact of digital transformation, management competence, and organizational readiness on service performance in private universities. Focusing on the moderating role of organizational readiness, the research explores how institutional preparedness enhances the effectiveness of digital transformation and management competence in improving service delivery. Using a quantitative approach, data from 300 respondents in private universities reveal that both digital transformation and management competence significantly improve service performance. Furthermore, organizational readiness was found to amplify these effects, emphasizing its role in enabling successful digital integration and effective management practices. The findings highlight the importance of technological infrastructure, adaptive leadership, and a culture of innovation in achieving high service quality. The study suggests that private universities should invest in strengthening organizational readiness and fostering management competence to maximize the potential of digital transformation. Future research should focus on longitudinal studies and explore other contextual factors that might influence service performance in higher education.