The Triad of ICT Success: How Infrastructure, Technical Support, and Policy Shape ICT Effectiveness in Indian B-Schools

Abstract

The rapid integration of Information and Communication Technology (ICT) has redefined the landscape of higher education worldwide, with Indian Business Schools (B-Schools) increasingly adopting digital tools to enhance learning, administration, and research. However, the effectiveness of ICT implementation is determined not merely by its presence but by a triad of critical success factors: infrastructure, technical support, and institutional policy. This study, titled “The Triad of ICT Success: How Infrastructure, Technical Support, and Policy Shape ICT Effectiveness in Indian B-Schools,” examines how these three pillars collectively influence the success and sustainability of ICT initiatives in management education institutions across India.

Using a mixed-method research design, the study incorporates quantitative data collected from faculty, students, and administrative staff of selected B-Schools, complemented by qualitative insights through interviews with ICT coordinators and policy administrators. The analysis focuses on assessing the adequacy and accessibility of ICT infrastructure, the responsiveness and competence of technical support teams, and the comprehensiveness of institutional ICT policies. The findings reveal that while most institutions have invested substantially in ICT infrastructure, disparities exist in maintenance efficiency and user training. Technical support emerged as a pivotal factor influencing user satisfaction and continued utilization of ICT resources. Furthermore, the presence of a well-formulated ICT policy—covering governance, digital literacy, and continuous upgradation—proved to be a crucial determinant of long-term ICT effectiveness.

The study highlights that the interplay among these three dimensions—robust infrastructure, proactive technical support, and coherent policy—creates a synergistic effect that enhances learning outcomes, operational efficiency, and institutional competitiveness. It also underscores the need for policy frameworks that prioritize digital inclusivity, sustainable investment, and capacity building. The research contributes to both academic discourse and practical policy development by offering a comprehensive model for ICT success in Indian B-Schools, paving the way for future studies on technology-driven educational transformation in emerging economies.