Volume 20, Issue 1 (4-2021)
TB 2021, 20(1): 80-94 |
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Ethics code: IR.ACECR.JDM.REC.1399.014
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Akhavan A, Zebarjady M, Sadri Esfahani A. The Effect of Organizational Culture and Information-Communication Technology on Productivity, Services Quality, Customer Satisfaction, and Change Management through Knowledge Management. TB 2021; 20 (1) :80-94
URL: http://tbj.ssu.ac.ir/article-1-3157-en.html
URL: http://tbj.ssu.ac.ir/article-1-3157-en.html
Science and Arts University , akhavan@sau.ac.ir
Keywords: Knowledge Management, Productivity, Service Quality, Customer Satisfaction, Change Management.
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The Effect of Organizational Culture and Information-Communication Technology on Productivity, Services Quality, Customer Satisfaction, and Change Management through Knowledge Management
Afarin Akhavan (Ph.D.)1, Mahdieh Zebarjady (M.Sc.)2, Ali Sadri Esfahani (Ph.D.)3
1.Corresponding Author: Assistant Professor, Department of Industrial Engineering, Science and Arts University, Yazd, Iran. Email: akhavan@sau.ac.ir Tel: 0989131533187
2.M.Sc., Department of Industrial Engineering, Science and Arts University, Yazd, Iran.
3.Assistant Professor, Department of Industrial Engineering, Science and Arts University, Yazd, Iran.
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.
Keywords: Knowledge Management, Productivity, Service Quality, Customer Satisfaction, Change Management.
Conflict of interest: The authors declared that there is no Conflict interest.
References
1-Fahey DF, Burbridge G. Application of diffusion of innovations models in hospital knowledge management systems: lessons to be learned in complex organizations. Hospital topics.2008; 86(2): 21-31.
2-Stock GN, McFadden KL, Gowen III CR. Organizational culture, knowledge management, and patient safety in US hospitals. Quality Management Journal.2010; 1; 17(2): 7-26.
3-Lee EJ, Kim HS, Kim HY. Relationships between core factors of knowledge management in hospital nursing organisations and outcomes of nursing performance. Journal of clinical nursing .2014; 23(23-24): 3513-24.
4-Hoffman AJ. Climate change strategy: The business logic behind voluntary greenhouse gas reductions. California Management Review.2005;47(3):21-46.
5-Griffith JR, Fear KM, Lammers E, Banaszak-Holl J, Lemak CH, Zheng K. A positive deviance perspective on hospital knowledge management: analysis of Baldrige Award recipients 2002-2008. Journal of Healthcare Management.2013;1;58(3):187-203.
6-Boguslawska J, Kryst P, Poletajew S, Piekielko-Witkowska A. TGF-β and microRNA Interplay in Genitourinary Cancers. Cells.2019; 8(12): 1619.
7-Sanchez-Polo MT, Cegarra-Navarro JG. Implementing knowledge management practices in hospital-in-the-home units. Journal of nursing care quality.2008;1; 23(1): 18-22.
8-Razini R, Sina M. Providing a Comprehensive Classification of Key Effective Factors in Establishing Organizational Knowledge Management. Scientific Journal of Strategic Management of Organizational Knowledge.2018; 1(1):133-68.
9-khakpour A, ajami A. The Study of relationship between knowledge management and service quality and job performance: Case Study of Bandarlengeh Ports and Maritime Organization. Journal of Research on Management of Teaching in Marine Sciences. 2018; 5(3): 23-32.
10-Dadashzadeh J, Nasri F. Effects of Knowledge Management System and Information Technology in The decision making of the directors and commanders and provide optimum model of knowledge management system for I.R.I Navy administrators. Journal of Research on Management of Teaching in Marine Sciences. 2017; 4(1): 55-80.
11-Kabaran Zadeh R, Safarzadeh J. Investigating the Relationship between the Application of Information and Communication Technology Dimensions and Knowledge Management Processes in the Judiciary Headquarters. 4th International Conference on Research and Development in Management and Resistance Economics.2016;15.
12-Bahmani A, Biglarkhani A, Fallahinia G H, Shirani F. The Relationship Between Organizational Culture and Knowledge Management in Educational-Therapeutic Hospitals (Case study Hamadan Educational-Therapeutic Hospitals in 2017. Avicenna J Nurs Midwifery care.2018; 26(3) :203-10.
13-Dolatshahi J. Investigating the role of information technology in knowledge management based on gap analysis technique (Case study: Persepolis Hospital). Master Thesis in Information Technology Management, Advanced Information Systems. Al-Zahra University - Faculty of Social Sciences and Economics. 2017.
14-Dehim J, Binesh M, Maqool A. Investigating the Impact of Information Technology on Knowledge Management of Organizations. New Research in Humanities.2016; 2(2): 21-36.
15-Nisar TM, Prabhakar G, Strakova L. Social media information benefits, knowledge management and smart organizations. Journal of Business Research.2019; 1(94): 264-72.
16-Wang T, Wang Y, McLeod A. Do health information technology investments impact hospital financial performance and productivity?. International Journal of Accounting Information Systems .2018; 1(28):1-3.
17-Yan QY, Xiang F, Shi XX, Zhu Q. Implementation of knowledge management in Chinese hospitals. Current medical science.2018;38(2):372-8.
18-Meesala A, Paul J. Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services .2018; 1(40): 261-9.
19-Akhavan A, Owlia MS, Zare Mehrjerdi Y, Jafari M. The effect of Knowledge Management Enablers and Practices on Universities Performance. Journal of Research in Educational System .2013;7(20): 53-78.
20-Hashemi SA. The Relationship between Knowledge Management and Efficiency Mediated by Organizational Culture Islamic Azad University of Lamerd. Journal of New Approaches in Educational Administration .2015; 5(20):111-28.
21-Haghighi Kafash M, Dehdashti Shahrokh Z, Gharibi H. The Relationship between Organizational Learning Culture and Customer Satisfaction: The Mediating Role of Job Satisfaction. Journal of Tomorrow Management.2014; 13(38): 41-54.
22-Niknam H, Kordloui H. The effect of using knowledge management on improving the productivity of employees of Hormozgan General Welfare Office. Journal of New Advances in Behavioral Sciences.2018; 2(15): 31-8.
23-Shahabifar S, Esfandiari M, Ghasem AS, Razmara t. The Relationship Between knowledge management and Productivity. Studies of Physical Education and Sport Sciences.2016; 1(2): 37-45.
24-Ghelichli B, Rahimi F. The effect of customer knowledge management and its dimensions on service quality and customer satisfaction. Journal of Business Management Perspective.2016; 14(2); 57: 133-54.
25-Armaghan N. Cultural Obstacles in Knowledge Sharing in terms of Change Management. Journal of Technology Development Management.2014; 2(4): 85-108.
26-Mirsapasi N, Hosseinzadeh N. Investigating the effect of knowledge management enablers on customer satisfaction with emphasis on the role of employee empowerment (Case study: Central offices of Ghavamin Bank of Tehran). Quarterly Journal of Human Resources Studies 2018; 8 (30): 107-26.
27-ToloAsl M. Explain the effect of using knowledge management systems on improving productivity and reducing costs in enterprises, Aster thesis in Management - Executive Management. Payame Noor University-Central Tehran. 2013.
28-Ziaei F. Factors Affecting Patient (Customer) Satisfaction with CRM Approach in Dehkhoda Hospital in Qazvin. MBA Thesis. Payame Noor University of Alborz Province. 2010.
29-Ardikhani M. Investigating the effect of customer relationship management on the buying behavior of industrial customers (Case study of the country's pharmaceutical industry). Master Thesis in Business MBA Management. Imam Khomeini International University.2013.
30-Sadati F. Investigating the Effective Infrastructure of Knowledge Management Establishment and Its Relationship with Service Quality in Asia Insurance Company (Case Study: Asia Insurance Companies in Tehran Province). Master Thesis in Business Management Transformation Management of Islamic Azad University-Shahroud Branch. 2013.
31-Ghasemi M. The impact of knowledge management on organizational change in the hospital Imam Reza (AS) Kermanshah. Master Thesis in University of Electronic change management- public management. 2018.
32-Jamali N. Investigating the relationship between strategic thinking components based on Lidka model and readiness for change in managers of Isfahan Social Security Organization.Master Thesis in MBA at Payame Noor University of Tehran. 2014.
Afarin Akhavan (Ph.D.)1, Mahdieh Zebarjady (M.Sc.)2, Ali Sadri Esfahani (Ph.D.)3
1.Corresponding Author: Assistant Professor, Department of Industrial Engineering, Science and Arts University, Yazd, Iran. Email: akhavan@sau.ac.ir Tel: 0989131533187
2.M.Sc., Department of Industrial Engineering, Science and Arts University, Yazd, Iran.
3.Assistant Professor, Department of Industrial Engineering, Science and Arts University, Yazd, Iran.
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.
Keywords: Knowledge Management, Productivity, Service Quality, Customer Satisfaction, Change Management.
Conflict of interest: The authors declared that there is no Conflict interest.
References
1-Fahey DF, Burbridge G. Application of diffusion of innovations models in hospital knowledge management systems: lessons to be learned in complex organizations. Hospital topics.2008; 86(2): 21-31.
2-Stock GN, McFadden KL, Gowen III CR. Organizational culture, knowledge management, and patient safety in US hospitals. Quality Management Journal.2010; 1; 17(2): 7-26.
3-Lee EJ, Kim HS, Kim HY. Relationships between core factors of knowledge management in hospital nursing organisations and outcomes of nursing performance. Journal of clinical nursing .2014; 23(23-24): 3513-24.
4-Hoffman AJ. Climate change strategy: The business logic behind voluntary greenhouse gas reductions. California Management Review.2005;47(3):21-46.
5-Griffith JR, Fear KM, Lammers E, Banaszak-Holl J, Lemak CH, Zheng K. A positive deviance perspective on hospital knowledge management: analysis of Baldrige Award recipients 2002-2008. Journal of Healthcare Management.2013;1;58(3):187-203.
6-Boguslawska J, Kryst P, Poletajew S, Piekielko-Witkowska A. TGF-β and microRNA Interplay in Genitourinary Cancers. Cells.2019; 8(12): 1619.
7-Sanchez-Polo MT, Cegarra-Navarro JG. Implementing knowledge management practices in hospital-in-the-home units. Journal of nursing care quality.2008;1; 23(1): 18-22.
8-Razini R, Sina M. Providing a Comprehensive Classification of Key Effective Factors in Establishing Organizational Knowledge Management. Scientific Journal of Strategic Management of Organizational Knowledge.2018; 1(1):133-68.
9-khakpour A, ajami A. The Study of relationship between knowledge management and service quality and job performance: Case Study of Bandarlengeh Ports and Maritime Organization. Journal of Research on Management of Teaching in Marine Sciences. 2018; 5(3): 23-32.
10-Dadashzadeh J, Nasri F. Effects of Knowledge Management System and Information Technology in The decision making of the directors and commanders and provide optimum model of knowledge management system for I.R.I Navy administrators. Journal of Research on Management of Teaching in Marine Sciences. 2017; 4(1): 55-80.
11-Kabaran Zadeh R, Safarzadeh J. Investigating the Relationship between the Application of Information and Communication Technology Dimensions and Knowledge Management Processes in the Judiciary Headquarters. 4th International Conference on Research and Development in Management and Resistance Economics.2016;15.
12-Bahmani A, Biglarkhani A, Fallahinia G H, Shirani F. The Relationship Between Organizational Culture and Knowledge Management in Educational-Therapeutic Hospitals (Case study Hamadan Educational-Therapeutic Hospitals in 2017. Avicenna J Nurs Midwifery care.2018; 26(3) :203-10.
13-Dolatshahi J. Investigating the role of information technology in knowledge management based on gap analysis technique (Case study: Persepolis Hospital). Master Thesis in Information Technology Management, Advanced Information Systems. Al-Zahra University - Faculty of Social Sciences and Economics. 2017.
14-Dehim J, Binesh M, Maqool A. Investigating the Impact of Information Technology on Knowledge Management of Organizations. New Research in Humanities.2016; 2(2): 21-36.
15-Nisar TM, Prabhakar G, Strakova L. Social media information benefits, knowledge management and smart organizations. Journal of Business Research.2019; 1(94): 264-72.
16-Wang T, Wang Y, McLeod A. Do health information technology investments impact hospital financial performance and productivity?. International Journal of Accounting Information Systems .2018; 1(28):1-3.
17-Yan QY, Xiang F, Shi XX, Zhu Q. Implementation of knowledge management in Chinese hospitals. Current medical science.2018;38(2):372-8.
18-Meesala A, Paul J. Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services .2018; 1(40): 261-9.
19-Akhavan A, Owlia MS, Zare Mehrjerdi Y, Jafari M. The effect of Knowledge Management Enablers and Practices on Universities Performance. Journal of Research in Educational System .2013;7(20): 53-78.
20-Hashemi SA. The Relationship between Knowledge Management and Efficiency Mediated by Organizational Culture Islamic Azad University of Lamerd. Journal of New Approaches in Educational Administration .2015; 5(20):111-28.
21-Haghighi Kafash M, Dehdashti Shahrokh Z, Gharibi H. The Relationship between Organizational Learning Culture and Customer Satisfaction: The Mediating Role of Job Satisfaction. Journal of Tomorrow Management.2014; 13(38): 41-54.
22-Niknam H, Kordloui H. The effect of using knowledge management on improving the productivity of employees of Hormozgan General Welfare Office. Journal of New Advances in Behavioral Sciences.2018; 2(15): 31-8.
23-Shahabifar S, Esfandiari M, Ghasem AS, Razmara t. The Relationship Between knowledge management and Productivity. Studies of Physical Education and Sport Sciences.2016; 1(2): 37-45.
24-Ghelichli B, Rahimi F. The effect of customer knowledge management and its dimensions on service quality and customer satisfaction. Journal of Business Management Perspective.2016; 14(2); 57: 133-54.
25-Armaghan N. Cultural Obstacles in Knowledge Sharing in terms of Change Management. Journal of Technology Development Management.2014; 2(4): 85-108.
26-Mirsapasi N, Hosseinzadeh N. Investigating the effect of knowledge management enablers on customer satisfaction with emphasis on the role of employee empowerment (Case study: Central offices of Ghavamin Bank of Tehran). Quarterly Journal of Human Resources Studies 2018; 8 (30): 107-26.
27-ToloAsl M. Explain the effect of using knowledge management systems on improving productivity and reducing costs in enterprises, Aster thesis in Management - Executive Management. Payame Noor University-Central Tehran. 2013.
28-Ziaei F. Factors Affecting Patient (Customer) Satisfaction with CRM Approach in Dehkhoda Hospital in Qazvin. MBA Thesis. Payame Noor University of Alborz Province. 2010.
29-Ardikhani M. Investigating the effect of customer relationship management on the buying behavior of industrial customers (Case study of the country's pharmaceutical industry). Master Thesis in Business MBA Management. Imam Khomeini International University.2013.
30-Sadati F. Investigating the Effective Infrastructure of Knowledge Management Establishment and Its Relationship with Service Quality in Asia Insurance Company (Case Study: Asia Insurance Companies in Tehran Province). Master Thesis in Business Management Transformation Management of Islamic Azad University-Shahroud Branch. 2013.
31-Ghasemi M. The impact of knowledge management on organizational change in the hospital Imam Reza (AS) Kermanshah. Master Thesis in University of Electronic change management- public management. 2018.
32-Jamali N. Investigating the relationship between strategic thinking components based on Lidka model and readiness for change in managers of Isfahan Social Security Organization.Master Thesis in MBA at Payame Noor University of Tehran. 2014.
Type of Study: Research |
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Received: 2020/12/27 | Accepted: 2021/01/30 | Published: 2021/04/30
Received: 2020/12/27 | Accepted: 2021/01/30 | Published: 2021/04/30
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