بازیابی دانش و نظامهای معنایی (Sep 2021)
Evaluating the Effect of Knowledge Management Maturity on Service Quality in Parsian Bank
Abstract
Assessing the maturity of knowledge management allows companies that are implementing knowledge management projects to comprehensively evaluate their knowledge management activities and systematically and systematically identify their position in knowledge management and accurately identify barriers to progress and make changes and adjustments; it allows them to implement the necessary changes and determine the resources needed to reach the next steps. The aim of this study was to evaluate the effect of knowledge management maturity on service quality in Parsian Bank. Considering the presentation of a model to evaluate the effect of knowledge management maturity on service quality in Parsian Bank using the structure of structural equations in AMOS software, in the present study, a combined research methodology will be used. The statistical population is a sample of 221 managers and experts of Parsian Bank who are familiar with the subject of research. In order to analyze the obtained information, the tools of localization of research components, descriptive statistics and inferential statistics have been used. The structural equation model fits between knowledge management maturity and quality of banking services. The results show that the degree of knowledge management maturity has a positive and significant effect on service quality. Among the variables that determine knowledge management maturity, access to knowledge and experience, organizational processes, employee skills, motivation, recording employee experiences, knowledge retrieval and knowledge exchange have a positive and direct effect on knowledge management maturity and organizational management, organizational systems and Information technology and team knowledge activities have had the opposite effect on the maturity of knowledge management in the system.
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