Globalization has influenced the competition paradigm of higher education institutions in the world. The situation keeps changing, depending on the economy and information technology as the backbone of business processes in organizations. Higher education institutions should have added values to win the competition. Furthermore, the awareness of the society about the importance of formal education, particularly higher education, will make colleges/universities strategic institutions generating high quality human resources. The success of col-leges/universities is determined by service quality, which can be identified through the satisfaction of their customers, students and lecturers. To increase customer satisfaction and be able to compete in the globalization era, as well as generate greater profits, colleges/universities need to identify factors which influence information system services to increase customer satisfaction. Employing descriptive analysis, the study reveals that the purpose and service quality of information technology positively affect the teaching and learning process at colleges/universties.

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In the current age of globalization there has been a new paradigm shift in the business world and has given rise to new demands on higher education institutions, it is caused by the development of competition

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Changes have survival benefits for an organization. without any change, it can be ascertained that the age of the organization will not last long. Changes intend to make the organization not a static but remained dynamic in the face of changing times. A leader should have a vision and a change in the strategy based on assumptions about future conditions that are expected to occur. Only a leader who owns the personality, behavior, and the sense of power that is able to deal with change.