Service Innovation in Enhancing Academic Quality at Private Higher Education Institution in Gorontalo: An Integrative Conceptual Approach Based on the Diffusion of Innovation Theory

This study aims to explore service innovations in enhancing academic quality at private universities in Gorontalo. The main problem identified is the low sustainability of innovation due to weak governance structures. Employing a qualitative approach with a case study method, the research was conducted at selected private universities in Gorontalo. Data were collected through interviews, observations, focus group discussions, and document analysis, and were analyzed thematically. The findings reveal that innovations are predominantly technical and administrative in nature and have yet to be fully integrated into institutional quality systems. Although the innovations demonstrate relative advantage, compatibility, complexity, trialability, and observability, their implementation remains suboptimal. The study recommends strengthening principles of sustainable innovation governance and integrating both intrinsic and extrinsic factors of the diffusion of innovation theory into institutional quality improvement practices. These findings offer conceptual contributions to the development of service innovations in higher education, particularly in a local contextual framework.