Diagnostic of customer-centeredness of university organizational culture

Abstract

The article examines customer-centeredness development of organizational culture of higher education institutions and the extent at the regional level. The study was conducted based on the diagnostic model of university customercentered organizational culture developed by the authors. The model included such parameters as the extent of university organizational customer-centered culture at various levels (general ideological, regulatory, front-office), the degree of satisfying the requirements of students for the university environment, as well as the degree of students’ involvement in the organizational culture of a university and the effectiveness of university organizational cultural impact on them. The study led to the conclusion that the strategy for modern university development, on the one hand, is aimed at meeting the needs of students, and, on the other hand, the student is not a main motivator of university development. Customer-centered organizational culture is rather external and demonstrative, rather than domestic, and the university environment is not likely to ensure the commitment of internal and external customers.