Knowledge Management Process Capability on Service Quality in Palestinian Universities

Authors : Ahmed R. Awaja, Doaa S. Awaja, Valliappan Raju.

Volume/Issue : Volume 3 - 2018, Issue 8 - August

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Knowledge is considered as one of the most important resources for surviving in this modern business Environment. It is proved to help organizations improve their service, increase the quality of products, reduce the costs and respond quickly to their customers. However, the success of any organization lies in the ability to perform better processes of knowledge in order to create and maintain a competitive advantage. The main objective of this study is to investigate the relationship between knowledge management process (KMP) capability and service quality (SQ) in universities, specifically in the context of Palestine. Four dimensions of KMP capability are included as follows; acquisition, conversion, the application and protection which are considered as independent variables and service quality as the dependent variable. About (300) academic teaching staff were administered a questionnaire of a five-point Likert’s scale which includes questions on KMP (Acquisition, conversion, Application, and protection) and SQ. The respondents were selected randomly and (286) responses were received. (277) Responses were analyzed statistically by smartpls software. Findings showed that there is a significant positive effect of KMP on enhancing SQ in Palestinian Universities. Application Process proved to have no effect on SQ. Results of this study will provide values and implications to the leaders and managers of higher education for the formation of the new knowledge management (KM) strategies or for the enhancing of their existing processes of KM, These meaningful implications will help to create effective knowledge management (KM) programs and strategies which in turn may enhance the quality of services provided in Palestinian universities and achieve a competitive advantage in the market.

Keywords : Service Quality, Knowledge Management Capability, Knowledge Management Processes, Universities, Palestine.


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31 - August - 2022

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