The role of geographic components of organizational knowledge management to improve satisfaction of customers of Saderat Bank; A Case Study of Saderat Bank in Golestan Province
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Abstract:
Abstract In each organization, including production and service, the most important factor for maintaining and surviving the organization are their customers. On the other the best path to victory in the competition is customer orientation and obtaining customer satisfaction; because the main driver in business organizations who are looking for major improvements in their path to progress. Customers are those organizations. Therefore, organizational knowledge management is very important. The main purpose of this research is investigating the Role of Organizational Knowledge Management In increasing satisfaction of customers of Sadegard Bank in Golestan province. The main question of the article is that are geographic components of organizational knowledge management contributing to increasing customer satisfaction? To answer this basic question, the hypothesis we are trying to test is that organizational knowledge management seems to have a positive and significant effect on increasing customer satisfaction. The present research is in terms of the type of applied target the type of research method is descriptive-survey and correlation type. The library method was mainly used to study the literature of the subject and to review the history of research and familiarization with the experiences and knowledge of organizational knowledge management inside and outside Iran. Data were collected through a questionnaire and multi-stage cluster sampling. The statistical population of the research includes employees of the Sadegard Bank of Golestan Province.We use the Morgan table to estimate sample size.Sample size was 54. The data collection tool was a questionnaire with a reliability of 0.88. Descriptive and inferential statistics were used to analyze the data. The results of dissertation showed that organizational knowledge management has a direct and significant effect on increasing the satisfaction of customers of Saderat bank in Golestan province and all of the geographical components of organizational knowledge management have a direct and significant effect on customer satisfaction.
Article Type:
Research/Original Article
Language:
Persian
Published:
Quarterly of Geography (Regional Planing), Volume:9 Issue:1, 2019
Pages:
403 - 427
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