Information technology technical support success factors in higher education : principal component analysis

Abstract

The use of information and communication technologies at higher education institutions is no longer an option, but rather a need. Information Technology support is an essential factor that entails giving end users assistance with hardware and software components. Technical support for information technology has been recognized as a crucial element linked to student happiness because it helps students understand, access, and use technology efficiently. The successful implementation of IT technical support will be aided by identifying the essential success criteria that enable efficient and effective support for students and instructors. Hence the main aim of this study is to identify and rank the key success factors for the successful implementation of IT technical support at higher education institutes. 81 key success factors identified from 100 research papers were analyzed using principal component analysis. The findings led to the identification and ranking of 25 PCs. 95.35 percent of the observed variation was accounted for by the first 25 PCs with eigenvalues higher than 1. The percentages for the first 6 PCs were, in order, 11.87%, 22.21%, 30,64%, 38.25%, 45,12%, and 51.47%. This research provides useful information highlighting factors that can be used to examine areas in educational institutions that need to receive continuous and special care to generate high student satisfaction; ensure future success and gain a competitive advantage. These factors can assist the management of HEI to determine the success or failure of an institution in terms of the technical support provided to students and student satisfaction.