أثر وظائف إدارة المعرفة في مستوى جودة الخدمات المقدمة من سلطة المياه و شركة الكهرباء الأردنية من وجهة نظر العاملين : دارسة ميدانية على محافظات جنوب الأردن

Abstract EN

This study aimed to identify the role of knowledge management functions in shaping quality service provided by two Jordanian authorities; the Water Authority of Jordan, and the electricity company in the South provinces of Jordan.

The population of the study was consisted of all employees in both authorities.

And the representative samples choose was a randomly stratified sample that represents 40% of the population of the study.

The questionnaire was developed and distributed to a (532) employees chosen from both authorities.

The number of respondents was (420), which represented 78.9% of the sample.

Descriptive and Inferential Statistics were used to analyze the data.

The study has reached the following conclusions: 1- The perception of the respondents of the extent of application of the jobs of Knowledge Management is high.

And the perception of the respondents toward the level of quality of service was also high.

2- There is a significant statistical effect (at level of α≤0,05) of the jobs of Knowledge Management on the quality of service and its dimension (tangibility, reliability, responsiveness, assurance and empathy).

3- There are significant differences (at level of α≤0,05) in the perceptions of jobs of Knowledge Management attributed to(gender, age, experience, professional level, and academic qualification) variables, and significant differences (at level of α≤0,05) in the perceptions of quality service level attributed to (gender, age, experience, professional level, and academic qualification) variables.

4- The study recommend the importance and necessity of adopting management philosophy that emphasis on the knowledge culture parameter, training programs, electronic infrastructure and organizational method.

in order to support self development and learning mainly the higher education, and employment policy should focus on appointing employees with high experience in higher management positions which make clear contribution in improving a accumulative knowledge and the level of delivery service.