The Customer Knowledge Management and Its Impact on Service Quality and Customer Satisfaction (A Periodical Study in the Mellat Bank of Kermanshah Province)

Document Type : Case study

Authors

1 Lecturer of Information Science and Knowledge Department, Razi University Kermanshah, Iran

2 Master of Entrepreneurship student majoring in technology, Razi University, Kermanshah, Iran

3 B.Sc. in Entrepreneurship, Technology Orientation, Department of Management and Entrepreneurship, Razi University, Kermanshah, Iran

Abstract

The purpose of this study is to design a model for establishing knowledge management in schools, because knowledge management is a key approach in empowering teachers and improving the quality of learning teaching activities, creating scientific vitality in students, preventing the waste of time and resources and, in short, increasing productivity in schools. In this research, the qualitative research approach and the systematic data-based method have been used. The statistical population of the study are the professors of education and elite educational agents in the Ministry of Education and in Tehran schools. The theoretical sampling method was used and 16 people were interviewed to reach the theoretical saturation. The validity of the interview was assessed by experts and its reliability was confirmed by an intra-subject agreement between the two coders. The coding method was used to analyze the interviews. The research findings obtained after performing open, pivotal and selective coding steps show that the establishment of knowledge management consists of 280 codes and 17 concepts in 5 categories. Knowledge management in schools was established in 5 categories of knowledge creation and absorption (education, visits, knowledge registration, research, presence of experts and formation of professional groups), knowledge organization (documentation, refinement and ontology of knowledge), knowledge storage (the use of technology and creation of an interactive environment), knowledge dissemination (individual factors, organizational factors and human capital training) and application of knowledge (individual factors and organizational structure).

Keywords

References

Alhawari, S., Mansour, E., Talet, A. N., Thabtah, F., & Alryalat, H. (2010). Improving Performance of Customer Knowledge Expansion with Knowledge Management Process. Journal of Organizational Knowledge Management, 1-8.
Browne, M. W & Cudeck, R. (1993). Alternative ways of assessing model fit. Testing structural equation models.
Byrne, B. M. (1998). Structural equation modeling with LISREL, PRELIS, and SIMPLIS: Basic concepts, applications, and programming.
Chaithanapat, P., & Rakthin, S. (2021). Customer knowledge management in SMEs: Review and research agenda. Knowledge and Process Management, 28(1), 71-89.
Chen, Y. (2008). The positive effect of green intellectual capital on competitive advantages of firms, Journal of Business Ethics, Vol. 77 No. 3, pp. 271-286.
Feng, T., &Tian. J. (2005). Customer Knowledge Management and Condition Analysis of Successful CKM Implementation. Proceedings of the Fourth International Conference on Machine Learning and Cybernetics Guangzhou, 4, 2239 – 2244.
Garcia-Murillo, M. and Annabi, H. (2002). Customer knowledge management‖, Journal of the Operational Research Society, Vol. 53 No. 8, pp. 875-884.
Gebert, H., Geib, M., Kolbe, L. and Brenner, W. (2003), Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts, Journal of Knowledge Management, Vol. 7 No. 5, pp. 107-123.
Hooper, D., Coughlan, J., & Mullen, M. (2008, June). Evaluating model fit: a synthesis of the structural equation modelling literature. In 7th European Conference on research methodology for business and management studies (pp. 195-200).
Hoyle, R. H. (Ed.). (2012). Handbook of structural equation modeling. Guilford press.‏
Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indices in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6, 1-55.
Khatab, J. J., Esmaeel, E. S., & Othman, B. (2019). The influence of service quality on customer satisfaction: Evidence from public sector and private sector banks in kurdistan/iraq. International Journal of Advanced Science and Technology, 28(20), 865-872.
Kim, W., Kim, H., & Hwang, J. (2020). Sustainable growth for the self-employed in the retail industry based on customer equity, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 53, 101963.
Lenka, U., Suar, D., & Mohapatra, P. K. (2010). Customer satisfaction in Indian commercial banks through total quality management approach. Total Quality Management, 21(12), 1315-1341.
MacCallum, R. C., & Hong, S. (1997). Power analysis in covariance structure modeling using GFI and AGFI. Multivariate Behavioral Research, 32(2), 193-210.
Madhoushi, M., Saghari, &F., Madhoushi. Z. (2010). Survey of Customer Knowledge Management Impact on Customer Relationship Management. International Journal of Business and Social Science. 2 (20), 215–226
Mehri, P., Daneshgar, F., & Fattahi, R. (2009). A theoretical framework for development of a customer knowledge management system for academic libraries. Spanish Journal of Agricultural Research, 1-16.
Miake, A. H. D. S., Carvalho, R. B. D., Pinto, M. D. R., & Graeml, A. R. (2018). Customer knowledge management (CKM): model proposal and evaluation in a large Brazilian higher education private group. BBR. Brazilian Business Review, 15(2), 135-151.
Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., & Aslam, N. (2011). Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science, 2(16).
Ojo, O. (2010). The relationship between service quality and customer satisfaction in the telecommunication industry: Evidence from Nigeria. BRAND. Broad Research in Accounting, Negotiation, and Distribution, 1(1), 88-100.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Peng, J., Lawrence, A. & Koo, T. (2009). Customer knowledge management in international project: a case study, Journal of Technology Management in China, Vol. 4 No. 2, pp. 145-157.
Rod. M., Ashill, N. J. Shao, J., Carruthers.J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction. Marketing Intelligence & Planning 27 (1), 103-126
Rollins, M. and Halinen, A. (2005), Customer knowledge management compentence: towards a theoretical framework, paper presented at The 38th Hawaii International Conference on System Sciences, Hawaii.
Roomi, A., Mojibi, T. (2011). A Study in Relationship between Knowledge Management Factors and Customer Relationship Management (CaseStudy: Iran KhodroCompany, IKCO, Interdisciplinary journal of contemporary research in business, 3(6). 667-675.
Rowley J. E. (2002).Reflections on Customer Knowledge Management in e-Business. Qualitative Market Research. An International Journal, 5 (4), 268 - 280.
Singh, J., Kaur, G. (2011). Customer satisfaction and universal banks: an empirical study. International Journal of Commerce and Management, 21(4), 327- 348.
Taherparvar, N., Esmaeilpour, R., & Dostar, M. (2014). Customer knowledge management, innovation capability and business performance: a case study of the banking industry. Journal of knowledge management.
Teece, D.J. (2010). Business models, business strategy and innovation, Long Range Planning, Vol. 43 No. 2, pp. 172-194.
Ullman, J. B. (2006). Reviewing the basics and moving forward. J Pers. Assess, 87, 35-50.
Wheaton, B., Muthen, B., Alwin, D. F., & Summers, G. F. (1977). Assessing reliability and stability in panel models. Sociological methodology, 8, 84-136.
Wilhelm, S., Gueldenberg, S., & Güttel, W. (2013). Do you know your valuable customers. Journal of Knowledge Management.
Xuelian, L., Chakpitak, N., & Yodmongkol, P. (2015). A Novel Two-Dimension Customer Knowledge Analysis Model. Asian Social Science, 11(16), 257.
 

Files

History

  • Receive Date: 14 August 2021
  • Revise Date: 04 November 2021
  • Accept Date: 07 November 2021

Share

How to cite

Statistics