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首页> 外文期刊>European Journal of Business and Management >The Role of Knowledge Management Infrastructure in the Quality of Electronic Services: Applied Study in the Jordanian Banking Sector
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The Role of Knowledge Management Infrastructure in the Quality of Electronic Services: Applied Study in the Jordanian Banking Sector

机译：知识管理基础设施在电子服务质量中的作用：在约旦银行业的应用研究

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摘要

the main purpose of this study is to determine the role of knowledge management infrastructure in the quality of electronic services in the (6) Jordanian banks that located in Amman city. The sampling unit and analysis (respondents) composed of (285) customers dealing with the target banks. In order to achieve the study objectives, the researcher designed a questionnaire consisting of (27) paragraph to collect the required data from study sample. The multiple regression analysis was used to testing the hypotheses. Empirical results found that the knowledge management infrastructure have a positive impact on the quality of electronic services in Jordanian Banking Sector. Based on these results the study recommending that the banking should focus largely on their knowledge management infrastructure consisted of (technology, structure and culture) in order to achieve the quality of electronic services and acquire new customer and maintain in the current customers to lead to competitive advantage . Also the study recommending that conducting more future research and studies on the role of knowledge management infrastructure in the quality of electronic services in the different area and contexts , because the results of current study limited to Jordanian sector . Therefore this study recommending conduct more study in the other sectors such as hospital, hotels in order to generalize the results.
机译：本研究的主要目的是确定知识管理基础设施在位于安曼市的（6）Jordanian银行的电子服务质量方面的作用。采样单位和分析（受访者）由处理目标银行的（285）客户组成。为了实现研究目标，研究人员设计了由（27）段组成的调查问卷，从研究样本中收集所需的数据。多元回归分析用于测试假设。实证结果发现，知识管理基础设施对约旦银行业的电子服务质量产生了积极影响。基于这些结果，建议银行业务的重点是他们的知识管理基础设施，由（技术，结构和文化）组成，以实现电子服务的质量，并在当前客户维护新客户以导致竞争力优势 。此外，研究建议开展更多未来的研究和研究知识管理基础设施在不同领域和背景下的电子服务质量的作用，因为目前研究的结果仅限于约旦部门。因此，这项研究推荐在其他部门（如医院）的其他部门进行更多研究，以概括结果。

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