Theoretical Conceptual Framework Model of Service Innovation in Improving Academic Quality at Gorontalo Private Universities

Abstract

Aims: Digital transformation in higher education requires service innovations that can respond to academic quality challenges in a sustainable manner. However, in the context of private universities, the adoption of innovations is often not optimal due to technical, structural, and cultural constraints. This study aims to develop a theoretical conceptual framework model of service innovation to improve academic quality at private universities in Gorontalo. Methodology: This study employed a purely qualitative exploratory approach through in-depth interviews, direct observations, and document analysis. The observations were carried out starting in March 2025, while the in-depth interviews were conducted from June to August 2025 in three private universities in Gorontalo. This approach was used to reconstruct the conceptual model of service innovation governance in improving academic quality. The results showed that academic service innovations, such as the implementation of an integrated academic information system, learning management system (LMS), blended learning, and project-based learning, were proven to improve service efficiency, data transparency, and academic accountability. Results: The main finding of this study is the development of a conceptual framework that integrates Rogers' Diffusion of Innovation theory with extrinsic factors, namely policy pressure, infrastructure availability, institutional ecosystem readiness, and human resource readiness. In addition, this study introduces the principles of sustainable innovation governance (commitment, consistency, communication, coordination, collaboration, cooperation, and creativity) as moderating elements that determine the success of innovation in improving academic quality. Conclusion: Theoretically, this study expands the scope of innovation adoption theory by emphasising the importance of sustainable governance, while in practice, the developed model can serve as a strategic reference for private universities in designing and implementing adaptive and long-term impactful service innovation policies. This study will benefit private universities in improving academic quality through sustainable service innovation.