The Effect of Knowledge Sharing on the Internet-Based Customer Relations Management System with Services Quality Approach (Case Study: IT Department Employee of Social Security Fund Branches)

Nowadays, organizations have to pay special attention to Knowledge sharing in order to guarantee their sustainable life and continuous presence in a competitive environment .The competitive advantage of organizations is realized through knowledge sharing .The present research studies the effect of Knowledge sharing on customer relations management system with services quality approach in social security .In this respect ,effects of four characteristics of Effort ,Motivation ,Time and Capability for knowledge sharing on customer relations management system with services quality approach were studied .Results show that three characteristics of Capability of knowledge sharing ,Effort made for knowledge sharing and the Time dedicated for knowledge sharing have positive and meaningful effects on service quality of customer relations management system. But, Motivation has not a positive and meaningful effect on service quality of customer relations management system. The results of this research showed that the knowledge sharing of information technology experts has a positive and meaningful effect on service quality of customer relations management system in social security fund.