تأثير إدارة المعرفة في تحقيق رضا الزبون : دراسة تحليلية لآراء عينة من العاملين في شركة زين العراق للاتصالات

الملخص EN

Abstract The knowledge management is the foundation stone for achieving customer satisfaction, knowledge is increasing and grow while being supported logistically and organizationally and technology, socially, and this support is influenced by a range of factors that drive the customer or prevent him towards the acquisition of the commodity or service, where the aim current research the impact of knowledge management on how to achieve customer satisfaction, which the topics of modern management and that researchers still consume research and survey in the process of deploying, transmission and distribution of knowledge, Zain Iraq Telecom has chosen a community of research and a group of employees to subsidiaries in Babylon as a sample, and for the purpose of validating the research hypotheses were distributed the questionnaire to 120 employees at the two branches of its branches in the province were retrieving them (109) all were excluded (10) is not valid The number of valid questionnaires for analysis (99) form, came out search a set of conclusions, including the importance of achieving customer satisfaction and perception research sample that information and knowledge grow and prosper published and delivered to various branches of the company through the exchange of experiences, information and market research and everything related to the wishes of customers, Having realized that many of the organizations that customer satisfaction gives justification "strong" for the survival and growth, therefore, not being able to achieve this satisfaction, you may leave them unable to continue the competition for a long time, especially in light of the current challenges, and the most important recommendations need to adopt knowledge management as an input for the development of and to improve individual and organizational performance, as it will bring to the company several benefits including: improving the level of output, increase their ability to adapt to what is happening in the surroundings of the quick changes, Increase its ability to meet the needs of the surrounding community.