STRATEGIC PLANNING IMPLEMENTATION AND ITS IMPACT ON SERVICE QUALITY: CASE STUDY OF SAUDI UNIVERSITIES

Purpose: The purpose of this study is to report on an in-depth exploration of the process of strategic plan in a Higher Education Institute (HEI) in the Kingdom of Saudi Arabia (KSA) and its impact on the Service Quality (SQ) of Saudi universities and to evaluate the mediating role of Organizational Commitment (OC) in enhancing the strategic plan achievement. Design/methodology/approach: The study will use both quantitative and qualitative data method. Both primary and secondary data will be considered. Findings: The study finds that the involvement of major stakeholders as well as senior management and link it with the commitment of employees is essential for the successful improvement and achievement of the strategic plan. The process of the strategic plan in universities differs from other organizations because of its intangible product and services delivered and diversion of stakeholders. Practical implications: Top managers and strategy developers at higher education organizations may benefit from this study in developing their strategic plans. Originality/value: The literature of strategic planning and strategic management is summarized to set the foundation for the study and to enrich the process of strategic planning which recommended by this study. The value of the paper is in its framework that design essential components of strategic planning at the university.