أثر إدارة معرفة الزبائن على أداء الاعمال في المستشفيات الخاصة في عمان –الاردن: رضا الزبون وولاءه متغيرات وسيطة

يرفاس, أنيس أحمد (2019) أثر إدارة معرفة الزبائن على أداء الاعمال في المستشفيات الخاصة في عمان –الاردن: رضا الزبون وولاءه متغيرات وسيطة. Masters thesis, جامعة الشرق الاوسط.

Text أثر إدارة معرفة الزبائن على أداء الأعمال في المستشفيات الخاصة في عمان.pdf Download (2MB)

Abstract

The aim of this study was to investigate the role of customer knowledge management on business performance .This study was applied in private hospitals in Amman-Jordan.The sample was taken from (47) private hospitals where the researcher conducted a survey over two months, the first sample which concisted of (169) responses from private hospials was used for exploratory analysis. (600) quesionnaires were distributed after the exploratory study analysis. (498) collected with 83% response rate. Finally the number of questionnires valid for analysis was (431) quesionnaires with 72% response rate.The sample was subjected to statistical analysis using confirmatory factor analysis with modeling and structural equation using AMOS. The study concluded that customer knowledge management positively affect on business performance as behavioral loyalty has also contributed effectively to mediation in many hypotheses and the effect of behavioral loyalty on performance was appropriate at achieving effective performance levels for the overall model . The study recommended the need to focus on the important aspects in customer knowledge management which was explored and confirmed during the construction phase of the study instrument (measurement model). These aspects were reflected in the evaluation of private hospitals in Amman-Jordan and adapted to suit the requirements of customer knowledge management to meet the change of technology and private hospitals should provide the necessary tehnical competence to incorporate business techniques.It is recommended to provide the necessary knowledge in customer knowledge management and improve the skills needed to deal with uncertainty with customer knowledge management and the study also recommended to raise the capacity of private hospitals in order to achieve effective performance levels and increase satisfaction and loyalty through customer knowledge management.

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