The impact of ICT adoption on the student experience at Mohammed V University in Rabat

Abstract

The digitalization of higher education has become a strategic lever for institutional transformation, reshaping governance models, pedagogical practices, and administrative processes. In a context marked by the widespread adoption of educational technologies and the need to ensure continuity of university services, understanding the relationships between digitalization and student experience has become a key priority for universities. This empirical study, conducted at Mohammed V University of Rabat (UM5R), draws on two complementary theoretical frameworks: The Technology Acceptance Model (TAM), which examines technology adoption through perceived usefulness and perceived ease of use, and the SERVQUAL model, which assesses perceived service quality across five dimensions—reliability, responsiveness, assurance, empathy, and tangibility.

The quantitative survey, carried out among a sample of students from several faculties, aims to analyze the associations between the digitalization of university services and student satisfaction within a digitalized environment. The findings reveal positive associations between digitalization and access to pedagogical resources, the efficiency of administrative services, and perceived transparency in university management. However, the overall student experience also appears to be influenced by human interaction, platform usability, and the availability of technical support, highlighting differentiated effects across the dimensions examined.

The study concludes that the success of digital transformation in higher education relies on a hybrid, inclusive, and student-centered approach that balances technological innovation with human support and continuous service quality improvement. It also provides managerial implications for university governance, user training, and the design of pedagogical and administrative systems, with the aim of embedding digital value in support of student satisfaction and institutional performance.

Classification JEL:  I21, I23, O33, O55

Paper type: Empirical Research