أثر إدارة معرفة الزبائن على أداء الأعمال في المستشفيات الخاصة في عمان-الأردن : رضا الزبون و ولاءه متغيرات وسيطة

Other Title(s)

The impact of customer's knowledge management on business performance in privet hospitals in Amman-Jordan : customer satisfaction and loyalty as mediator variables

Dissertant

يرفاس، أنيس أحمد إبراهيم

Thesis advisor

العضايلة، محمد جميل عبد القادر

University

Middle East University

Faculty

Faculty of Business

Department

Department of Business Administration

University Country

Jordan

Degree

Master

Degree Date

2019

English 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.

Main Subjects

Business Administration

Topics

• Knowledge management
• Jordan
• Consumer satisfaction
• Private Hospitals

No. of Pages

103

Table of Contents

• APA
• MLA
• AMA

Language

Arabic

Data Type

Arab Theses

Record ID

BIM-970944