Designing a Model for Establishing Knowledge Management in Schools

Document Type : Original Research Paper

Authors

1 Associate Professor, Department of Educational Management, Faculty of Psychology and Educational Affairs, Allameh Tabatabai University, Tehran, Iran.

2 Professor, Department of Educational Management, Faculty of Psychology and Educational Sciences, Allameh Tabatabai University, Tehran, Iran.

3 PhD Student, Faculty of Psychology and Educational Sciences, Allameh Tabatabai University, Tehran, Iran.

Abstract

In this study, the effect of Customer Knowledge Management (CKM) on the "Quality of Services" (QS) and "Customer Satisfaction" (CS) has been investigated in the Mellat Bank. This is an applied-research running in a survey method. The sample consists of 107 employees and 372 customers of the Mellat Bank branches in the Kermanshah province. A questionnaire was prepared to measure the CKM level in terms of the bank employees and another one was made to determine the QS and CS in terms of the bank customers. In order to analyze the collected data, a one-sample t-test was used to identify the status of CKM. Then, using "Confirmatory Factor Analysis" (Path Analysis method), the relationships were tested. Finally, with the help of structural equation modeling, the path model was presented. The results showed that customer knowledge management in the Mellat Bank was above average and the appropriateness of the fit of the structural model and its compliance with the conceptual model of the research was observed. The standard estimate of the general model showed that customer knowledge management had a positive and significant effect on service quality and customer satisfaction, and the main hypotheses of the research were confirmed. The partial model standard estimate indicated that the dimensions of customer knowledge management were not prominent for bank branch employees.

Keywords

References

Abah, A., Maxwell, C., & Ndakotsu, C. (2019). Knowledge management curriculum in library schools in state university in North Central Nigeria. Information Technologist (The), 16(2), 157-176.
AbdulHamid, J. (2015). Knowledge strategies of school administrators and teachers. International Journal of Educational Management, 22(2), 259-268.
Awang , M., Ismail, R., Flett, P., & Curry , A. (2011). Knowledge management in Malaysian school education: Do the smart schools do it better? Quality Assurance in Education, 19(3), 263-282.
Barao, A., de Vasconcelos, B., Rocha, A., & Pereira, R. (2017). A knowledge management approach to capture organizational learning networks. International Journal of Information Management, 37(6), 735-740.
Bootz, J., Durance, P., & Monti, R. (2019). Foresight and knowledge management. New developments in theory and practice. Technological Forecasting and Social Change, 140, 80-83.
Cheng, E. (2017). Knowledge strategies for enhancing school learning capacity. International Journal of Educational Management, 26(6), 577 - 592.
Chu, K. (2016). Leading knowledge management in a secondary school. Journal of Knowledge Management.
Chu, W., Wang, M., & Yuen, H. (2011). Implementing Knowledge Management in School Environment: Teacher Perception. Knowledge Management & E-Learning: An International Journal, 3(2), 139-152.
Hamdan, A. (2020). The degree of job satisfaction among the government schools teachers in Ramallah and Al-Bireh governorate, and the relation to knowledge management.
Hannay, L., Ben Jaafar, S., & Earl, L. (2013). A case study of district leadership using knowledge management for educational change. Journal of Organizational Change Management, 26(1), 64-82.
Hussinki, H., Kianto, A., Vanhala, M., & Ritala, P. (2017). Assessing the universality of knowledge management practices. Journal of Knowledge Management, 21(6), 1596-1621.
Kai-wing, C. (2016). Leading knowledge management in a secondary school. Journal of Knowledge Management, 20(5)
Kianto , A., Vanhala, M., & Heilmann, P. (2016). The impact of knowledge management on job satisfaction. Journal of Knowledge Management, 20(4).
Kline, R. (2015). Principles and Practice of Structural Equation Modeling (4 ed.). United States: The Guilford Press.
Leung, C. H. (2015). Critical Factors of Implementing Knowledge Management in School Environment: A Qualitative Study in Hong Kong. Research Journal of Information Technology, 2(2), 66-80.
Lewis, P. (2017). Building tacit knowledge programs for B-schools. Journal of Higher Education Theory and Practice, 17(4).
Lynne, H. (2016). A case study of district leadership using knowledge management for educational change. Journal of Organizational Change Management, 26(1), 64-82.
Marquardt, M. (2015). Building the Learning Organization: A Systems Approach to Quantum Improvement. USA: McGraw-Hill.
Nonaka, I., & Konno, N. (1998). The Concept of “Ba”: Building a Foundation for Knowledge Creation. California Management Review, 40(3), 40-54.
Nonaka, I., & Takeuchi, H. (1995). The Knowledge-Creating Company: How Japanese Companies Create The Dynamics of Innovation. New York: Oxford University Press.
Nonaka, I., & Toyama, R. (2005). The Theory of the Knowledge-Creating Firm: Subjectivity, Objectivity and Synthesis. Industrial and Corporate Change, 14, 436-419.
Nonaka, I., Toyama, R., & Konno, N. (2000). SECI, Ba and Leadership: A Unified Model of Dynamic Knowledge Creation. Long Range Planning, 33, 5-34.
Patil, K. (2016). Knowledge management–an empirical study with special reference to business schools of Pune region. Indian Journal of Science and Technology, 9(21).
Petrides, L., & Guiney, Z. (2015). Knowledge management for school leaders: an ecological framework for thinking schools. Teachers College Records, 104(8), 1702-1717.
Ragsdell, G. (2016). Knowledge management in the not-for-profit sector. Journal of Knowledge Management, 20(1).
Rasmussen, P., & Nielsen, P. (2011). Knowledge management in the firm: concepts and issues. International Journal of Manpower, 32, 493-479.
Supermane, S., & Mohd Tahir, L. (2018). An overview of knowledge management practice among teachers. Global Knowledge, Memory and Communication, 67(8/9), 616-631.
Tapio, H., Aino , I., & Vanhala, M. (2015). Knowledge management practices and innovation performance in Finland. Baltic Journal of Management, 10(4), 432- 455.
Thambi, M., & O'Toole, P. (2016). Applying a Knowledge Management Taxonomy to Secondary Schools. School Leadership & Management, 32(1), 91-102.
Wing, K. (2016). Beginning a journey of knowledge management in a secondary school. Journal of Knowledge Management, 20(2), 364-385.
Scientific Journal of Strategic Management of Organizational Knowledge
Volume 4, Issue 2 - Serial Number 13
Serial No.13-Summer Quarterly
September 2021
Pages 1-29

Files

History

  • Receive Date: 20 August 2021
  • Revise Date: 01 November 2021
  • Accept Date: 01 November 2021

Share

How to cite

Statistics