RELATIONSHIP BETWEEN APPLICATION OF KNOWLEDGE MANAGEMENT AND ORGANIZATIONAL CLIMATE WITH CUSTOMER’S SATISFACTION IN VIEW OF SEPAH EAST BRANCHES EMPLOYEES OF TEHRAN

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FARMAHINI FARAHANI MOHESN; SHAFIZADEH HAMID

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Paper Information

Journal: IRANIAN JOURNAL OF PUBLIC POLICY IN MANAGEMENT Year:2013 | Volume:3 | Issue:7-8 Page(s): 38-49

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Title

RELATIONSHIP BETWEEN APPLICATION OF KNOWLEDGE MANAGEMENT AND ORGANIZATIONAL CLIMATE WITH CUSTOMER’S SATISFACTION IN VIEW OF SEPAH EAST BRANCHES EMPLOYEES OF TEHRAN

Author(s)

FARMAHINI FARAHANI MOHESN | SHAFIZADEH HAMID | Issue Writer Certificate

Keywords

KNOWLEDGE MANAGEMENTQ2

KNOWLEDGE MANAGEMENT DIMENSIONSQ2

ORGANIZATIONAL CLIMATEQ2

ORGANIZATIONAL CLIMATE DIMENSIONSQ2

CUSTOMER’S SATISFACTIONQ2

Abstract

Today bank businesses require more focus on employees as internal customers, customer satisfaction and recognition of customers’ needs and demands. Therefore, elements like ORGANIZATIONAL CLIMATE and KNOWLEDGE MANAGEMENT can effect on developing interaction between employees and customers relationship.The aim of this research is to investigate relation between application of KNOWLEDGE MANAGEMENT and ORGANIZATIONAL CLIMATE with CUSTOMER’S SATISFACTION in Sepah east branches of Tehran from employees’ perspectives. The methodology of the research is descriptive- correlation.Statistical society includes all branches of Sepah east branches of Tehran containing 528 employees and statistical sample calculated 237 persons using accidental sampling and Morgan table. Data analysis has been done using descriptive and conceptual statistics and the Pierson correlation coefficient, T and regressions’ test.The research results declare that there is a meaningful relation between KNOWLEDGE MANAGEMENT and ORGANIZATIONAL CLIMATE with customer satisfaction and employee’s situation is in good conditions as KNOWLEDGE MANAGEMENT point of view. There is not meaningful relation between the KNOWLEDGE MANAGEMENT elements and with customer satisfaction and KNOWLEDGE MANAGEMENT elements except knowledge saving can predict customer satisfaction. In general, the application of KNOWLEDGE MANAGEMENT and open and proper ORGANIZATIONAL CLIMATE can help in employee motivation and developing their mood and result in level of customers satisfaction.

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APA: Copy

FARMAHINI FARAHANI, MOHESN, & SHAFIZADEH, HAMID. (2013). RELATIONSHIP BETWEEN APPLICATION OF KNOWLEDGE MANAGEMENT AND ORGANIZATIONAL CLIMATE WITH CUSTOMER’S SATISFACTION IN VIEW OF SEPAH EAST BRANCHES EMPLOYEES OF TEHRAN. IRANIAN JOURNAL OF PUBLIC POLICY IN MANAGEMENT, 3(7-8), 38-49. SID. https://sid.ir/paper/199093/en

Vancouver: Copy

FARMAHINI FARAHANI MOHESN, SHAFIZADEH HAMID. RELATIONSHIP BETWEEN APPLICATION OF KNOWLEDGE MANAGEMENT AND ORGANIZATIONAL CLIMATE WITH CUSTOMER’S SATISFACTION IN VIEW OF SEPAH EAST BRANCHES EMPLOYEES OF TEHRAN. IRANIAN JOURNAL OF PUBLIC POLICY IN MANAGEMENT[Internet]. 2013;3(7-8):38-49. Available from: https://sid.ir/paper/199093/en

IEEE: Copy

MOHESN FARMAHINI FARAHANI, and HAMID SHAFIZADEH, “RELATIONSHIP BETWEEN APPLICATION OF KNOWLEDGE MANAGEMENT AND ORGANIZATIONAL CLIMATE WITH CUSTOMER’S SATISFACTION IN VIEW OF SEPAH EAST BRANCHES EMPLOYEES OF TEHRAN,” IRANIAN JOURNAL OF PUBLIC POLICY IN MANAGEMENT, vol. 3, no. 7-8, pp. 38–49, 2013, [Online]. Available: https://sid.ir/paper/199093/en

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