The Influence of Service Quality Management, Organizational Culture, and Organizational Resilience Oon University Performance in China
Keywords:
Service Quality Management, Organizational Culture, Organizational Resilience, University Performance in ChinaAbstract
The impact of service quality management, organizational culture, and organizational resilience on university performance in China is investigated in this study. To acquire empirical data from instructors and employees, multi-stage sampling is performed. To investigate overall quality management and innovation at institutions in Anhui Province, China, 390 individual questionnaires were collected, and 18 department interviews were conducted. According to the survey, there was a high level of dependability and empathy among respondents' concerns about service quality management (SQM) and organizational resilience. Data from both quantitative and qualitative sources is useful, and confirming component analysis and tests of convergent and discriminant validity for each variable investigate the construct validity of the scale. A path analysis is carried out to see if the hypothesis and organizational culture mediate the route, and qualitative research is carried out through in-depth interviews. Confirmatory factor analysis, with metrics such as X2 = 1.444, TLI = 0.987, CFI = 0.991, and RMSEA = 0.035, is used to determine the convergent and discriminant validity of latent variables. Further testing of each item's factor loads finds that each load is between 0.650 and 0.861, and the dimensions' CR and AVE meet the acceptable norms. The association between service quality management, organizational resilience, organizational culture, and university performance was investigated using a main effects model. Future research should look into the effectiveness of leadership development programs and methodologies, as well as the impact of technology and cultural issues. Research on service quality and organizational flexibility in modern universities can be applied to work systems and administration, leading to increased productivity and a positive image. Universities can develop strategies for creating a positive image and reputation by fostering innovation, creativity, and collaboration among staff and
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