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

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

• customer knowledge management
• service quality
• customer satisfaction