Increasing Performance and Competitiveness in HEIs Applying an ICT Quality KPI Model Analyzed with AHP Method

This document identifies, classifies, and prioritizes the Information and Communication Technologies indicators focused on higher education derived from the consultation of one hundred ninety-seven bibliographical references with the aim of identifying those that directly impact the quality and educational competitiveness of these institutions. A survey was applied to Information and Communication Technologies managers of Higher Education Institutions to know the importance they give to the identified Information and Commincation Techonologies categories and the Key Performance Indicators that comprise them. After that, these categories and indicators are submitted to a hierarchical process based on standardized values to find the correct prioritization of them. It was found that the best evaluated category in the present research was the quality in Information and Communication Technologies; therefore, the Key Performance Indicators that integrate it were sent to the Analytic Hierarchy Process model where a minimum value of consistency coefficient = 0.047308 was found, which provides us with the following prioritization of quality indicators in Information and Communication Technologies: services, products, competitiveness, impact, electronic learning, blended learning and Personal Learning Environments. This study suggests that the application of the proposed model based on Key Performance Indicators and analyzed through Analytic Hierarchy Process in the technological infrastructure of the Higher Educations Institutions will considerably increase both the competitiveness and the quality in higher education.