Designing a Model for Establishing Knowledge Management in Schools

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

• knowledge management