Performance Management of Information Technology Governance in Malaysian Public Higher Education Institutions

The success of higher education institutions (HEI) in Malaysia depends on the efficient and effective use of information technology (IT) which is essential to support research, teaching, and management. This study aims to obtain the customer’s perspective on the IT system infrastructure and services and develop a research model for the performance management of IT governance in Malaysian public HEI. Survey data from 106 academic staff and students at Malaysian public HEIs were collected and analyzed using Microsoft Excel. It also identifies factors associated with customers’ IT backgrounds and perspectives in order to develop a research model for the performance management of IT governance in Malaysian public HEI. Findings from this study demonstrate a positive customer perspective on the usefulness, satisfaction, and quality of the IT infrastructure and services in Malaysian public HEI using the updated Information System Success (ISS) model. This study’s outcome can guide future efforts to improve IT governance and support research, teaching, and management in Malaysian public HEI.