Impact of Technological Transformation on Student Experience and Service Quality in Higher Education

Abstract

This study investigates the impact of the ongoing technological transformation on student experience and service quality in higher education. Against the backdrop of institutions rapidly integrating digital tools like Artificial Intelligence (AI), Learning Management Systems (LMS), and Virtual Reality (VR) to enhance teaching, learning, and administrative efficiency, this research examines whether these innovations deliver equitable benefits. Conducted across South India, the study employed a quantitative descriptive design, collecting data from 350 randomly selected undergraduate and postgraduate students. The analysis revealed that a significant majority (53.7%) of students self-identify as beginners in digital proficiency, indicating a substantial readiness gap that could hinder the adoption of advanced technologies. While no significant difference was found based on gender, a stark disparity was identified between institutional types. Private institutions reported significantly higher levels of satisfaction and integration across all measured factors - LMS usability, VR engagement, and overall service quality - compared to government-aided and university institutions. The findings underscore that the potential benefits of technologies like predictive analytics and automated systems are not equitably distributed and are heavily contingent on institutional resources and agility. The study concludes that beyond mere implementation, targeted investments in digital infrastructure, comprehensive digital literacy programs, and policy reforms are essential to bridge this divide and ensure technology fulfills its promise as an enhancer of educational equity and service quality.