Application of modern methods of service quality assessment for diagnostics of higher education institution corporate culture

Abstract

The sphere of education is one of the domestic economy development drivers. Its development is impossible without the formation of a stable and adaptive organizational culture of educational institutions. To form the corporate culture of a higher education institution, a necessary step is to diagnose its current state. The purpose of this study is to adapt the modern SERVQUAL method of assessing the service quality to diagnose the state of higher education institution corporate culture. Methodology: In the study the student’s expectations and their perception of the received educational service quality according to the indicators of the adapted SERVQUAL method. The application of the SERVQUAL method to diagnose the level of higher education institution corporate culture has revealed existing problems and appropriate areas for improvement. The research findings show that among the main problems are the lack of free and quality access to Wi-Fi at the university; provision of bases of practices and insufficient level of cooperation with potential employers to provide opportunities for further employment after graduation; understanding of the problems and difficulties faced by students during their studies by the teaching staff. As measures to help improve the higher education institution corporate culture, it has been proposed: to hold various competitions between departments, teachers and students; organization of joint cultural and educational events for students and teachers of the faculty; development of programs of financial stimulation of scientific and creative activity of students.

Keywords

• educational services
• corporate culture
• higher education institution
• service quality
• quality diagnostics