The Effect of Organizational Culture and Information-Communication Technology on Productivity, Services Quality, Customer Satisfaction, and Change Management through Knowledge Management

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Akhavan Afarin; Zebarjady Mahdieh; Sadri Esfahani Ali

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Journal Paper

Paper Information

Journal: TOLOO-E-BEHDASHT Year:2021 | Volume:20 | Issue:1 (85) Page(s): 80-94

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Title

The Effect of Organizational Culture and Information-Communication Technology on Productivity, Services Quality, Customer Satisfaction, and Change Management through Knowledge Management

Author(s)

Akhavan Afarin | Zebarjady Mahdieh | Sadri Esfahani Ali | Issue Writer Certificate

Keywords

Knowledge Management

Productivity

Service Quality

Customer Satisfaction

Change Management

Abstract

Introduction: Knowledge, as the most important asset of an organization, is regarded as an economic resource. The need for and attainment of the benefits of Knowledge Management in health centers is highly important and sensitive because we are always faced with a flood of information about patients in health centers. Therefore, the present study was conducted in collaboration with Shahid Rahnemoon Hospital of Yazd to study the impact of organizational culture and information-communication technology on Productivity, Service Quality, Customer Satisfaction and Change Management through Knowledge Management. Methods: The data of this descriptive survey was collected by a researcher-made questionnaire with confirmed validity and reliability. The statistical population of the study included the employees and treatment staff of Shahid Rahnemoun Hospital in Yazd. As a result, 272 questionnaires were distributed and structural equation modeling was run using SPSS and AMOS software. Results: The results showed the significant and positive impact of organizational culture and information and communication technology on Productivity, quality of service, Customer Satisfaction, and Change Management through Knowledge Management at Shahid Rahnemoon Hospital in Yazd. Conclusion: In order to implement Knowledge Management, information and communication technology and organizational culture should be considered in our environment. Furthermore, implementing Knowledge Management in the organization can improve Productivity factors, quality of service, Customer Satisfaction, and management change. This study investigated the simultaneous effects of organizational culture, information and communication technology, Productivity, Service Quality, Customer Satisfaction, and management change on research innovation Knowledge Management.

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APA: Copy

Akhavan, Afarin, Zebarjady, Mahdieh, & Sadri Esfahani, Ali. (2021). The Effect of Organizational Culture and Information-Communication Technology on Productivity, Services Quality, Customer Satisfaction, and Change Management through Knowledge Management. TOLOO-E-BEHDASHT, 20(1 (85) ), 80-94. SID. https://sid.ir/paper/963927/en

Vancouver: Copy

Akhavan Afarin, Zebarjady Mahdieh, Sadri Esfahani Ali. The Effect of Organizational Culture and Information-Communication Technology on Productivity, Services Quality, Customer Satisfaction, and Change Management through Knowledge Management. TOLOO-E-BEHDASHT[Internet]. 2021;20(1 (85) ):80-94. Available from: https://sid.ir/paper/963927/en

IEEE: Copy

Afarin Akhavan, Mahdieh Zebarjady, and Ali Sadri Esfahani, “The Effect of Organizational Culture and Information-Communication Technology on Productivity, Services Quality, Customer Satisfaction, and Change Management through Knowledge Management,” TOLOO-E-BEHDASHT, vol. 20, no. 1 (85) , pp. 80–94, 2021, [Online]. Available: https://sid.ir/paper/963927/en

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