IJIET 2026 Vol.16(3): 798-804
doi: 10.18178/ijiet.2026.16.3.2552
doi: 10.18178/ijiet.2026.16.3.2552
Evaluating the Impact of ICT Quality on User Satisfaction in Higher Education Administration
Mohammed S. A. Basheer1, Ali Ameen1,*, Divya Midhunchakkaravarthy1, Abdulbasit A. Darem2,*,
Nor Shahida Mohd Shah3, Mohamed Hamood Alsamhi4, and
Abdu Saif5
1. School of AI Computing and Multimedia, Lincoln University College (LUC), 47301 Petaling Jaya, Selangor, Malaysia
2. Center for Scientific Research and Entrepreneurship, Northern Border University, Arar 73213, Saudi Arabia
3. Faculty of Engineering Technology, Universiti Tun Hussein Onn Malaysia, Johor, Malaysia
4. Faculty of Management Sciences, IBB University, IBB, Yemen
5. Department of Communication and Computer Engineering, Faculty of Engineering and IT, Taiz University, Taiz, Yemen
Email: msab77@gmail.com (B.S.A.B.); Ali.ameen@aol.com (A.A.); divya@lincoln.edu.my (D.M.), Basit.darem@nbu.edu.sa (A.A.D.); shahida@uthm.edu.my (N.S.M.S.); m.alsamhi@ibbuniv.edu.ye (M.H.A.); abdu.saif@taiz.edu.ye (A.S.)
*Corresponding author
2. Center for Scientific Research and Entrepreneurship, Northern Border University, Arar 73213, Saudi Arabia
3. Faculty of Engineering Technology, Universiti Tun Hussein Onn Malaysia, Johor, Malaysia
4. Faculty of Management Sciences, IBB University, IBB, Yemen
5. Department of Communication and Computer Engineering, Faculty of Engineering and IT, Taiz University, Taiz, Yemen
Email: msab77@gmail.com (B.S.A.B.); Ali.ameen@aol.com (A.A.); divya@lincoln.edu.my (D.M.), Basit.darem@nbu.edu.sa (A.A.D.); shahida@uthm.edu.my (N.S.M.S.); m.alsamhi@ibbuniv.edu.ye (M.H.A.); abdu.saif@taiz.edu.ye (A.S.)
*Corresponding author
Manuscript received June 17, 2025; revised July 22, 2025; accepted October 31, 2025; published March 19, 2026
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.
Keywords—Information and Communication Technology (ICT) quality, user satisfaction, higher education administration, information systems, employee training
Copyright © 2026 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).
Keywords—Information and Communication Technology (ICT) quality, user satisfaction, higher education administration, information systems, employee training
Cite: Mohammed S. A. Basheer, Ali Ameen, Divya Midhunchakkaravarthy, Abdulbasit A. Darem, Nor Shahida Mohd Shah, Mohamed Hamood Alsamhi, and Abdu Saif, "Evaluating the Impact of ICT Quality on User Satisfaction in Higher Education Administration," International Journal of Information and Education Technology, vol. 16, no. 3, pp. 798-804, 2026.
Copyright © 2026 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).