Abstract
E‑services play an increasingly critical role in Higher Education Institutions (HEIs), supporting core academic, administrative, and governance functions. Despite their strategic importance, limited research has systematically examined how e‑services are assessed and improved from an institutional perspective. This paper presents a Systematic Literature Review (SLR) to identify instruments proposed or applied to evaluate and enhance e‑services in HEIs. A search across four major academic databases yielded 573 articles, of which only six were relevant. The findings reveal a fragmented body of literature, largely dominated by user‑centric and quality‑based approaches, with very limited adoption of maturity or capability perspectives. The review highlights a significant gap between the relevance of e‑services for HEIs and the availability of structured assessment and improvement instruments. Based on these findings, the paper outlines directions for future research, emphasizing the need for a multidimensional and modular e‑service maturity model tailored to public HEIs.
Paper Type
Short Paper
DOI
10.62036/ISD.2026.114
Assessing and Improving E-Services in Public Higher Education Institutions: A Systematic Review
E‑services play an increasingly critical role in Higher Education Institutions (HEIs), supporting core academic, administrative, and governance functions. Despite their strategic importance, limited research has systematically examined how e‑services are assessed and improved from an institutional perspective. This paper presents a Systematic Literature Review (SLR) to identify instruments proposed or applied to evaluate and enhance e‑services in HEIs. A search across four major academic databases yielded 573 articles, of which only six were relevant. The findings reveal a fragmented body of literature, largely dominated by user‑centric and quality‑based approaches, with very limited adoption of maturity or capability perspectives. The review highlights a significant gap between the relevance of e‑services for HEIs and the availability of structured assessment and improvement instruments. Based on these findings, the paper outlines directions for future research, emphasizing the need for a multidimensional and modular e‑service maturity model tailored to public HEIs.
Recommended Citation
Costa, N. & Rupino da Cunha, P.(2026). Assessing and Improving E-Services in Public Higher Education Institutions: A Systematic Review. In M. Valenta, B. Mannová, R. Pergl, A. Przybylek, M. Lang, H. Linger, C. Schneider, N. Iivari, & E. Insfran (Eds.), Making ISD Sustainable: Reloaded with AI and Automation (ISD2026 Proceedings). Prague, Czech Republic: Czech Technical University in Prague. ISBN: 978-80-01-07585-2. https://doi.org/10.62036/ISD.2026.114