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首页> 外文期刊>Open Access Library Journal >The Impact of Knowledge Management on Service Quality: The Mediating Role of Organization Learning (Applied Study: Alexandria Water Company)
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The Impact of Knowledge Management on Service Quality: The Mediating Role of Organization Learning (Applied Study: Alexandria Water Company)

机译：知识管理对服务质量的影响：组织学习中的中介作用（应用研究：Alexandria Water Company）

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The purpose of paper is to explore the role of the learning organization as a mediating variable between knowledge management and service quality in these organizations, also the paper aims to review the concept of learning organization, and the different elements of knowledge management and service quality in service business organizations. In order to achieve the purposes of the study, researcher adopted a descriptive analytical method, valid research instrument was utilized to conduct a survey of (450) questionnaires which were distributed, and (398) questionnaires were retrieved for analysis, rating (88%) of the distributed questionnaires. Analyzing data was conducted using a set of statistical methods including a normality test along with Cronbach’s alpha, standard deviation, confirmatory factor analysis, exploratory factor analysis, multiple and simple linear regression using SPSS-V25 and AMOS-V25. The study reached a set of results, the most important of which are: 1) There is a statistically impact at significant level (α ≤ 0.05) of knowledge management on service quality through the learning organization as a mediating variable in Alexandria Water Company in Egypt. 2) There is a significant correlation between learning organization and knowledge management, also there is a significant correlation between knowledge management and service quality, and finally there is a significant correlation between learning organization and service quality. The study reached a set of recommendations, the most important of which are: 1) It is necessary to plan, organize, lead and monitor enterprise knowledge and process management with emphasis on efficiency and effectiveness of the right of access to it; 2) Managers and owners should pay attention to the learning organization, as it plays a major role in building and forming organization culture and knowledge structure of organizations.
机译：纸张的目的是探讨学习组织在这些组织中知识管理和服务质量之间的调解变量的作用，案例旨在审查学习组织的概念，以及知识管理和服务质量的不同要素服务业务组织。为了实现研究的目的，研究人员采用了一种描述性分析方法，利用了有效的研究仪器进行了（450）调查问卷的调查，（398）检索调查问卷进行分析，评级（88％）分布式问卷。使用一组统计方法进行分析数据，包括使用SPS-V25和AMOS-V25的Cronbach的alpha，标准偏差，确认，验证因子分析，探索性因子分析，探索性因子分析，多种和简单的线性回归。该研究达成了一系列结果，最重要的是：1）通过学习组织作为埃及亚历山大水公司的调解变量，在服务质量的高度（α≤0.05）的知识管理中存在统计学上影响。 2）学习组织和知识管理之间存在显着相关性，并且知识管理和服务质量之间存在显着相关性，最后存在学习组织与服务质量之间存在显着相关性。该研究达成了一套建议，最重要的是：1）有必要计划，组织，领导和监控企业知识和流程管理，重点是对其进入权的效率和有效性; 2）经理和业主应注意学习组织，因为它在建设和形成组织的组织文化和知识结构方面发挥着重要作用。

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