Effect of Knowledge Management on Service Quality of Police Office with Mediation of Organizational Unlearning

Abstract

The present study aims to examine the effect of knowledge management on service quality of police office with mediation of organizational unlearning. Therefore, this study is practical in purpose and it is a survey research in collecting data. Participants are 245 staff of police force working in 7 police stations of Khorramabad. Cochran's test was used to determine the volume of sample as a 150-person sample regarding the population volume at the level %5 was assigned. the standard questionnaire were applied. This questionnaire regarding the population volume was distributed among participants. Questionnaire validity was confirmed by content validity while its reliability which was done by Cronbach alpha was 0.786 that it shows an acceptable reliability. Moreover, structural modelling was used to test hypotheses. Results indicated that at the level %95 there is significantly positive effect of knowledge management on service quality and unlearning, as well as unlearning on service quality.

Keywords

• service quality
• knowledge management
• organizational unlearning
• police