A Review on Organisational Culture and Customer Satisfaction in Saudi Higher Learning Institutions

Abstract

The crucial nature of higher learning institutions in all facets of the contemporary world requires that it has to be constantly studied to improve services in the sector for better customer satisfaction. The concept of organisational culture is about the forces that define and shape organisations. Higher learning institutions are like organisations in other aspects of human society that have their own culture, whether good or bad. Despite a plethoric presence of scholarly works on organisational culture in higher learning institutions, the concept of organisational culture is yet to replicate such presence in the context of Saudi higher learning institutions, especially, its relationship with customer satisfaction. At higher learning institutions, the concept of culture is used to explain the effectiveness of higher learning institutions. The objective of this paper is to look into the works done on organisational culture and customer satisfaction as they play a major role in higher learning institutions. It is highly important, due to the increasing scholarly interests in the organisational culture, in determining the effectiveness or otherwise of a higher learning institution. Various models of organisational culture have been developed by a number of schol ars interested in the area of organisational culture. Thus, this paper is also to review these various models and how they have been applied in studying higher learning institutions and whether or not the concept of organisational culture has been applied in explaining higher learning institutions in Saudi Arabia. The conclusion drawn at the end of the paper is that despite the continuous and increasing attention given to the concept of organisational culture in relation to higher learning institutions, the concept has not been yet applied in studying higher learning institutions in Saudi Arabia.