THE INFLUENCE OF SERVICE QUALITY MANAGEMENT, ORGANIZATIONAL CULTURE, AND ORGANIZATIONAL RESILIENCE ON UNIVERSITY PERFORMANCE IN CHINA

Abstract

In recent years, China's higher education system has undergone significant institutional shifts. After their graduation, the students will mainly select their own jobs under the guidance of the state policy. Reforms in examinations and the recruitment of HEIs will help HEIs select talents and expand the autonomy of schooling. An increasing number of businesses are beginning to place a greater emphasis on customer service. Service culture is a mindset that adds to brand identity and serves as a decision-making basis for daily operations. A company's organizational culture should encourage all employees to participate in the innovation process. Higher education institutions are dependent on their management strategy for identifying, categorizing, analyzing, and reacting to effective approaches to problems. Quality management has a significant influence on the institution's goals, purpose, and vision. Maintaining a healthy organizational culture is critical to the success of any business. Businesses that want to survive need to be able to demonstrate adaptability, promptness to market, an initiative with new products, and cost-effectiveness. They need an organizational culture that can adapt to these changes. The degree to which an organization is resilient in the face of shocks is strongly associated with the quality of its leadership, social networks, and culture at the governance level. Modernization will have an impact on the fundamental capabilities of organizations in addition to their status in the market. Organizational resilience may be dependent on the development of new organizational routines and procedures. Resilience as an organizational capability can rely on new organizational routines and processes. The application of technologies such as information systems will benefit from the presence of resilient organizations. Resiliency is a quality that organizations possess that enables them to respond effectively to adversity, such as the COVID-19 pandemic. Managing performance is a collaborative effort that includes planning, monitoring, developing, grading, and rewarding. Performance includes aspects such as work quality and quantity, as well as occupational knowledge and relationships. The efficiency of an organization's staff bears a direct correlation to that organization's level of achievement.