Service innovation in enhancing academic quality at private higher education institutions in Gorontalo: a theoretical conceptual model analysis of innovation diffusion using the SEM-PLS approach

Year 2025, Volume: 13 Issue: 4, 287 - 298, 30.12.2025

I Kadek Satria Arsana , Ansar Ansar , Hasim Hasim Juriko Abdussamad Yanti Aneta

https://doi.org/10.17478/jegys.1773750

https://izlik.org/JA99DK37WC

Abstract

Private higher education institutions in Gorontalo face challenges in improving academic quality due to limited understanding of the impactful dimensions of service innovation and the absence of a comprehensive conceptual model that explains the relationship between service innovation and academic quality. This study aims to develop and test a conceptual model of the influence of service innovation on academic quality at private higher education institutions in Gorontalo using the SEM-PLS approach. The research employed a quantitative explanatory approach with a total sample of 426 respondents from 11 private universities in Gorontalo, collected via an online structured questionnaire distributed through Google Forms. The instrument was developed based on literature reviews and previous empirical studies, using a 5-point Likert scale to measure perceptions. The findings show that service innovation has a dominant influence on academic quality (β = 0.482, p < 0.000), sustainable innovation governance principles have a significant effect (β = 0.349, p < 0.000), and a moderating effect strengthens the relationship between the two (β = 0.081, p = 0.002). Private universities require a harmonious integration between service innovation and sustainable governance to achieve optimal and sustainable improvements in academic quality.

Keywords

Service Innovation , Academic Quality , Private Higher Education , SEM-PLS , Sustainable Innovation Governance Principles

References

• Adedeji, O., & Campbell, O. (2013). The role of higher education in human capital development. Available at SSRN 2380878. http://dx.doi.org/10.2139/ssrn.2380878
• Aithal, P. S., & Kumar, P. M. (2016). Opportunities and challenges for private universities in India. International Journal of Management, IT and Engineering, 6(1), 88–113. https://ssrn.com/abstract=2779118
• Almarashdeh, I. (2016). Sharing instructors experience of learning management system: A technology perspective of user satisfaction in distance learning course. Computers in Human Behavior, 63, 249–255. https://doi.org/10.1016/j.chb.2016.05.013
• Amtu, O., Souisa, S. L., Joseph, L. S., & Lumamuly, P. C. (2021). Contribution of leadership, organizational commitment and organizational culture to improve the quality of higher education. International Journal of Innovation, 9(1), 131–157. https://doi.org/10.5585/iji.v9i1.18582
• Aneta, Y., Akib, H., Padungge, A. W., Pakaya, R., & Hulinggi, P. A. (2025). The Impact of Digital Transformation and Artificial Intelligence on Bureaucratic Culture Between Efficiency and Discretion. KnE Social Sciences, 10(4), 1–20. https://doi.org/10.18502/kss.v10i4.18019
• Arsana, I. K. S., Afnita, V., Hutahaean, L. A., & Gintulangi, S. O. (2025). Transformasi e-administrasi jurusan Pendidikan Ekonomi dan pengaruhnya terhadap efisiensi dan kualitas pembelajaran. Takuana: Jurnal Pendidikan, Sains, Dan Humaniora, 4(2 SE-Articles), 306–319. https://doi.org/10.56113/takuana.v4i2.159
• Arsana, I. K. S., Ansar, A., Hasim, H., Abdussamad, J., & Aneta, Y. (2025). Service Innovation in Enhancing Academic Quality at Private Higher Education Institution in Gorontalo: An Integrative Conceptual Approach Based on the Diffusion of Innovation Theory. International Journal of Social Science Research and Review, 8(9 SE-Main Articles). https://doi.org/10.47814/ijssrr.v8i9.2879
• Ashida, A. (2022). The role of higher education in achieving the sustainable development goals. In Sustainable development disciplines for humanity: Breaking down the 5Ps—people, planet, prosperity, peace, and partnerships (pp. 71–84). Springer. https://doi.org/10.1007/978-981-19-4859-6_5
• Becker, J.-M., Cheah, J.-H., Gholamzade, R., Ringle, C. M., & Sarstedt, M. (2023). PLS-SEM’s most wanted guidance. International Journal of Contemporary Hospitality Management, 35(1), 321–346. https://doi.org/10.1108/IJCHM- 04-2022-0474
• Cheah, J.-H., Amaro, S., & Roldán, J. L. (2023). Multigroup analysis of more than two groups in PLS-SEM: A review, illustration, and recommendations. Journal of Business Research, 156, 113539. https://doi.org/10.1016/j.jbusres.2022.113539
• Cohen, J. (2016). A power primer. In Methodological issues and strategies in clinical research, 4th ed. (pp. 279– 284). American Psychological Association. https://doi.org/10.1037/14805-018
• Creswell, J. W. (2009). Research design-qualitative, quantitative, and mixed methods approaches. SAGE Publications, Inc.
• Darwyansyah, D. (2014). Pengukuran dan penilaian kualitas pelayanan perguruan tinggi. Saintifika Islamica: Jurnal Kajian Keislaman, 1(02), 19–37. https://jurnal.uinbanten.ac.id/index.php/saintifikaislamica/article/view/267
• Dill, D. D. (2001). The regulation of public research universities: Changes in academic competition and implications for university autonomy and accountability. Higher Education Policy, 14(1), 21–35. https://doi.org/10.1016/S0952-8733(00)00027-1
• Garwe, E. C. (2014). Quality Assurance Challenges and Opportunities Faced by Private Universities in Zimbabwe. Journal of Case Studies in Education, 5. https://files.eric.ed.gov/fulltext/EJ1060601.pdf
• Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. https://doi.org/10.1007/978-3-030-80519-7_7
• Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
• Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
• Harvey, L., & Green, D. (1993). Defining Quality. Assessment & Evaluation in Higher Education, 18(1), 9–34. https://doi.org/10.1080/0260293930180102
• Iqbal, Tahir, Ahmad, Shabir, Aftab, Faisal, & Mahmood, Chaudhary Kashif. (2025). Enhancing Higher Education Institutions’ Performance: The Mediating Role of Academic Accreditation in Quality Management Initiatives in UAE. SAGE Open, 15(3), 21582440251358980. https://doi.org/10.1177/21582440251358980
• Islam, Q., & Ali Khan, S. M. F. (2023). Integrating IT and sustainability in higher education infrastructure: Impacts on quality, innovation and research. International Journal of Learning, Teaching and Educational Research, 22(12), 210–236. https://doi.org/10.26803/ijlter.22.12.11
• Jung, J. (2020). The fourth industrial revolution, knowledge production and higher education in South Korea. Journal of Higher Education Policy and Management, 42(2), 134–156. https://doi.org/10.1080/1360080X.2019.1660047
• Kenny, D. A. (2018, September). Moderator Variables: Introduction. 15 September. https://davidakenny.net/cm/moderation.htm
• Lambey, L., Usoh, E. J., Lambey, R., & Burgess, J. (2023). Challenges and opportunities to internationalize the Indonesian higher education sector. International Business-New Insights on Changing Scenarios. https://doi.org/10.5772/intechopen.110658
• Leal Filho, W., Vargas, V. R., Salvia, A. L., Brandli, L. L., Pallant, E., Klavins, M., Ray, S., Moggi, S., Maruna, M., & Conticelli, E. (2019). The role of higher education institutions in sustainability initiatives at the local level. Journal of Cleaner Production, 233, 1004–1015. https://doi.org/10.1016/j.jclepro.2019.06.059
• Logli, C. (2016). Higher education in Indonesia: Contemporary challenges in governance, access, and quality. In The Palgrave handbook of Asia Pacific higher education (pp. 561–581). Springer.
• Moeliodihardjo, B. Y. (2014). Higher education sector in Indonesia. Jakarta British Council, 16. https://www.britishcouncil.in/sites/default/files/indonesian_higher_education_system.pdf
• Muhammad. (2019). Pengantar Ilmu Administrasi Negara (Pertama). Unimal Press. https://stianasional.ac.id/wp-content/uploads/2019/05/Pengantar-Ilmu-Adm-Negara.pdf
• Nugraha, N., Prasetyo, Y. T., Sugiharti, H., Lhutfi, I., Widyaningsih, A., Triantoro, A., Ong, A. K. S., Young, M. N., Persada, S. F., & Kristamtomo Putra, R. A. (2023). Quality assurance in higher educational institutions: Empirical evidence in Indonesia. SAGE Open, 13(4), 21582440231203060. https://doi.org/10.1177/21582440231203060
• Osborne, D., & Gaebler, T. (1995). Mewirausahakan Birokrasi Reinventing Government Mentransformasi Semangat Wirausaha ke dalam Sektor Publik. Pustaka Binaman Presindo, Jakarta.
• Owens, T. L. (2017). Higher education in the sustainable development goals framework. European Journal of Education, 52(4), 414–420. https://doi.org/10.1111/ejed.12237
• Oyetade, K. E., Zuva, T., & Harmse, A. (2020). Technology adoption in education: A systematic literature review. Advances in Science, Technology and Engineering Systems, 5(6), 108–112. https://doi.org/10.25046/aj050611
• Razinkina, E., Pankova, L., Trostinskaya, I., & ... (2018). Student satisfaction as an element of education quality monitoring in innovative higher education institution. E3S Web of …. https://www.e3s- conferences.org/articles/e3sconf/abs/2018/08/e3sconf_hrc2018_03043/e3sconf_hrc2018_03043.html
• Richter, N. F., Schubring, S., Hauff, S., Ringle, C. M., & Sarstedt, M. (2020). When predictors of outcomes are necessary: Guidelines for the combined use of PLS-SEM and NCA. Industrial Management & Data Systems, 120(12), 2243–2267. https://doi.org/10.1108/IMDS-11-2019-0638
• Rogers, E. (2003). Diffusion of Innovations 5th (Fifth Edit). Free press.
• Rowley, J. (1996). Measuring quality in higher education. Quality in Higher Education, 2(3), 237–255. https://doi.org/10.1080/1353832960020306
• Ruben, B. D. (1999). Toward a balanced scorecard for higher education: rethinking the college and university excellence indicators framework. Higher Education Forum, 99(2), 1–10. https://short-url.org/1bzYv
• Sarstedt, M., Ringle, C. M., & Hair, J. F. (2021). Partial least squares structural equation modeling. In Handbook of market research (pp. 587–632). Springer. https://doi.org/10.1057/s41270-023-00279-7
• Sebola, M. P. (2023). South Africa’s public higher education institutions, university research outputs, and contribution to national human capital. Human Resource Development International, 26(2), 217–231. https://doi.org/10.1080/13678868.2022.2047147
• Supriyanto, A., Burhanuddin, B., Sunarni, S., Rochmawati, R., Ratri, D. K., & Bhayangkara, A. N. (2024). Academic service quality, student satisfaction and loyalty: a study at higher education legal entities in Indonesia. The TQM Journal, 37(5), 1364–1384. https://doi.org/10.1108/TQM-10-2023-0334
• Varouchas, E., Sicilia, M.-Á., & Sánchez-Alonso, S. (2018). Academics’ perceptions on quality in higher education shaping key performance indicators. Sustainability, 10(12), 4752. https://doi.org/10.3390/su10124752
• Zaakiyyah, H. K. A. (2024). Innovative strategies to enhance the quality of higher education management: Human resource development and the critical role of communication. Journal of Contemporary Administration and Management (ADMAN), 2(1), 331–336. https://doi.org/10.61100/adman.v2i1.128