文章基本信息

标题：Analyzing the Effect of Knowledge Management Processes in The Services Quality in Iraqi Commercial Banks
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作者：NEAMAH A. KHAFAJY ; HAITHAM M. ALZOUBI ; AZZAM K. ALJANABEE 等
期刊名称：International Review of Management and Business Research
印刷版ISSN：2307-5953
电子版ISSN：2306-9007
出版年度：2016
卷号：5
期号：1Part 3
页码：302-314
出版社：Academy of IRMBR
摘要：The study aimed to determine the effect of knowledge management processes which are represented by knowledge acquisition, knowledge sharing, knowledge application, knowledge retention, and knowledge storage in the banking services quality including reliability, assurance, connection, responsiveness, empathy and tangibility. The population of the study is Iraqi commercial banks, while the sample consisted of 121 senior managers of them. Results of regression analysis and multiple linear regression analysis showed a limited effect of knowledge management processes in the banking services’ quality. The study recommended the necessity of enhancing the managers’ awareness to make sure of the sustainability of the banking services quality in terms of improving and reengineering the knowledge management processes that are compatible with the changes in the Iraqi banks environment in light of electronic and virtual business world so as to achieve excellence in the knowledge economy and the virtual economy
关键词：Knowledge Management Processes; Services’ Quality; Iraqi Commercial Banks.