A framework for assessing student online registration in higher education institutions in South Africa

Background: Online registration at higher education institutions (HEIs) enhances the enrolment process by leveraging an Enterprise Resource Planning (ERP) system to digitise all required documents. The effectiveness of online registration remains largely underexplored within the HEI landscape. Objectives: This study addresses this gap by creating a framework to identify how system, information and service quality influence user satisfaction, behavioural intention and actual usage concerning students’ online registration. Method: A quantitative research approach was selected using a structured questionnaire. The study employed non-probability, convenience sampling. Descriptive and inferential statistics were used for the data analysis. The study utilised the DeLone and McLean Information Systems (D&M IS) Success Model to answer the study hypotheses. Results: Both system quality and information quality have a positive impact on user satisfaction. Information quality positively influences the intention to use the system, while service quality also contributes to user satisfaction. The intention to use the system has a positive effect on the actual usage of the online registration system. However, system quality, service quality and user satisfaction do not impact the intention to use the system, and user satisfaction does not influence the actual use of the online registration. Conclusion: Enterprise Resource Planning systems can enhance efficiency in HEIs by modifying operational workflows and simplifying online registration processes. Contribution: This study addresses the existing literature gap by presenting the need for accurate data to inform strategies that improve and enhance student registration experiences.