Impact of Knowledge Management on Private Banks Performance Through Mediation of Service Quality (Case Study: Private Banks of Kermanshah)
Journal Title: Roshd-e-Fanavari - Year 2018, Vol 14, Issue 56
Abstract
Identifying the needs and desires of employees and customers always includes a set of hidden dimensions, in accordance with the culture and conditions of each country. Knowledge management is a useful tool for banks to maximize their optimal performance. Therefore, recognizing the relations among knowledge management, bank performance, and quality of service is essential. The aim of present study, is exploring the impact of knowledge management on private banks performance in Kermanshah city. Through mediation of service quality. This study is an applied research and a questionnaire was used to collect data. Statistical population in this study has been Kermanshah private banks (Parsian, Pasargad, Karafarin, Saman and Ayandeh bank). The sample size equals 100 people and sampling method is based on census (counting all). Data analysis is based on nature of the data and the way of discussing assumptions has been done in the form of central distribution statistics and regression models have been conducted by hidden variable with SPSS and AMOS soft wares. The findings of present study show that knowledge management influences the performance and service quality of private banks. Service quality has a positive and significant effect on private banks performance, and knowledge management considering mediation of service quality variable, has direct and indirect impact (by service quality variable) on private banks performance.
Authors and Affiliations
Sahar sorkhvandi, Rahele zeynivand, Seyed Hamed Feiz Javadian
Keywords
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- EP ID EP602996
- DOI 10.7508/jstpi.2018.04.006
- Views 99
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