پیوندهای مفید
آمار
| تعداد نشریات | 22 |
| تعداد شمارهها | 712 |
| تعداد مقالات | 10,258 |
| تعداد مشاهده مقاله | 72,013,222 |
| تعداد دریافت فایل اصل مقاله | 63,762,206 |
Investigating the dimensions of measuring the maturity of customer knowledge management in Iran's rail transportation industry with a partial least squares approach | ||
| International Journal of Nonlinear Analysis and Applications | ||
| مقاله 6، دوره 16، شماره 12، اسفند 2025، صفحه 61-74 اصل مقاله (1.2 M) | ||
| نوع مقاله: Research Paper | ||
| شناسه دیجیتال (DOI): 10.22075/ijnaa.2023.30428.4396 | ||
| نویسندگان | ||
| Mahmoud Esmaeili؛ Nader Bohloli* ؛ Mojtaba Ramezani؛ Abbasgholi Sangi Noorpour | ||
| Department of Management, Bonab Branch, Islamic Azad University, Bonab, Iran | ||
| تاریخ دریافت: 01 فروردین 1402، تاریخ پذیرش: 12 اردیبهشت 1402 | ||
| چکیده | ||
| The purpose of this study was to design a model for measuring the maturity of customer knowledge management in the rail transportation industry (Railway Company). The present research is descriptive-correlative in terms of applied purpose and terms of research method. The statistical sample size was 355 people and was selected by stratified random sampling. Data collection tools were the study of literature, articles, dissertations, etc. in the field and in line with the research. From the results of these studies, a questionnaire was designed that measures the maturity of customer knowledge management in the rail transport industry emphasising three factors (organizational, process, and instrumental) and 64 items whose validity is confirmed by content validity and their reliability is confirmed by Cronbach's alpha. Structural equation modeling (SEM), and partial least squares (Smart PLS 3.3) were used to test the hypotheses. In this section, the indices of mean, extracted variance, Cronbach's alpha, combined reliability, convergent validity, coefficient $R^{2}$, $t$ were used. The results of the partial least squares test indicate the confirmation of the research hypotheses, and based on this, the measurement model and the structural model had a statistically appropriate fit. The results showed that the dimensions of customer knowledge management maturity include (process, organizational and instrumental) and have been implemented in the Railway Company of the Islamic Republic of Iran and according to the results of this research, suggestions for its development were provided to managers, specialists and experts. | ||
| کلیدواژهها | ||
| Customer Knowledge Management Maturity Model؛ Structural equation modeling؛ Partial least squares؛ Rail Transportation Industry | ||
| مراجع | ||
|
[1] A. Amrallahi, Investigating the impact of employee satisfaction on customer satisfaction (case study: Yazd Science and Technology Park), Master’s thesis, Yazd University, 2013. [2] E. Badri, The importance and necessity of knowledge management in educational organizations, New Res. Approach. Manag. Sci. 3 (2021), no. 23, 45–64. [3] S.D. Bidgholi, M.S. Olya, M.T. Eisaei, and M.H. Abuei, Modeling the impact of customer knowledge on new product development and company performance with a system dynamics approach, Inf. Process. Manag. Res. Paper 36 (2021), no. 1, 155–180. [4] F. Castagna, P. Centobelli, R. Cerchione, E. Esposito, E. Oropallo, and R. Passaro, Customer knowledge management in SMEs facing digital transformation, Sustainability 12 (2020), no. 9, 3899. [5] P. Chaithanapat, P. Punnakitikashem, N.C. Khin Khin Oo, and S. Rakthin, Relationships among knowledge-oriented leadership, customer knowledge management, innovation quality and firm performance in SMEs, J. Innov. Knowledge 7 (2022), no. 1, 100162. [6] P. Chaithanapat and S. Rakthin, Customer knowledge management in SMEs: Review and research agenda, Knowledge Process Manag. 28 (2021), no. 1, 71–89. [7] S. Chung and J. Ahn, Product and process knowledge in the performance-oriented knowledge management approach, J. Knowledge Manag. 9 (2005), no. 4, 114–132. [8] J. Danesh Zand, F. Keramati, A. Shakouri and H. Noori, Assessing the impact of customer knowledge management on organizational performance, Knowledge Process Manag. 25 (2018), no. 4, 268–278. [9] J. Darroch, Developing a measure of knowledge management behaviors and practices, J. Knowledge Manag. 7 (2003), no. 5, 41–54. [10] A. Di Vaio, R. Palladino, A. Pezzi, and D.E. Kalisz, The role of digital innovation in knowledge management systems: A systematic literature review, J. Bus. Res. 123 (2021), 220–231. [11] M. Dolatpansad, T. Roshandel, and G. Memarzadeh Tehran, Identification of key factors in knowledge management system implementation in IRIB(TV), Scie. Quart. Interdiscip. Stud. Strat. Knowledge 9 (2018), no. 27, 331–356. [12] S. Faizi Khazaei, P. Elah Yaari, and M. Kananian, Evaluation of knowledge management maturity using the Asian productivity organization model (case study: Kurdistan province gas company), Rahyafti J. Bus. Manag. 2019 (2020), no. 2, 1073–1087. [13] F. Farmani, Designing a customer knowledge management model based on multi-factor approach in Iranian banks, Ph.D. Thesis. Mashhad Ferdowsi University, 2017. [14] P. Fidel, W. Schlesinger, and E. Emilo, Effects of customer knowledge management and customer orientation on innovation capacity and marketing results in SMEs: The mediating role of innovation orientation, Int. J. Innov. Manag. 22 (2018), no. 7, 1850055. [15] Y. Gao and L. Li, Discussion on customer knowledge management of modern manufacturing enterprises, 7th Int. Conf. Comput.-Aided Ind. Design Concept. Design (CAIDCD 06), Hangzhou, China, 2006, pp. 1–4. [16] H. Gebert, M. Geib, L.M. Kolbe, and W. Brenner, Knowledge-enabled customer relationship management, J. Knowledge Manag. 7 (2003), no. 5, 107–123. [17] M. Gibbert, M. Leibold, and G. Probst, Five styles of customer knowledge management, Eur. Manag. J. 20 (2002), no. 5, 459–469. [18] N. Hajiheydari and A. Amoei Ojaki, Developing a model for customer knowledge management maturity (CKM3): A study on Iranian banks, Iran. J. Manag. Sci. 8 (2013), no. 32, 47–78. [19] A.A. Haji Karimi and T. Mansourian, Reviewing and explaining the role of customer knowledge management in improving organizational performance, Bus. Manag. Explor. 4 (2013), no. 8, 75–92. [20] Y. Jabarzadeh and F. Sepehari, Development of a causal model of human factors and organizational culture influencing the maturity of organizational knowledge management based on the metacomposition approach, Inf. Technol. Manag. 8 (2015), no. 1, 47–76. [21] B. Lak, Designing the maturity assessment model of social customer knowledge management and implementation using an expert system (case study: Naja electronic services), Doctoral thesis, University of Qom, 2017. [22] H. Nejatian, I. Sentosa, and K. Piaralal, The influence of customer knowledge on CRM performance of Malaysian ICT companies: A structural equation modeling, Approach Int. J. Bus. Manag. 6 (2011), no. 7, 181–187. [23] H. Nikookar, Compilation of the maturity evaluation model of customer knowledge management in private banks of Mazandaran province, Master’s thesis, Payam-e-Noor University, North Tehran Branch, 2017. [24] E, Ode and R. Ayavoo, The mediating role of knowledge application in the relationship between knowledge management practices and firm innovation, J. Innov. Knowledge 5 (2020), 210–218. [25] S. Paquette, Customer knowledge management, Encyclopedia of Knowledge Management, Second Edition, IGI Global, 2011, pp. 175–184. [26] B. Qholichli and F. Rahimi, The effect of customer knowledge management and its dimensions on service quality and customer satisfaction, J. Bus. Manag. Persp. 14 (2015), no. 2, 133–154. [27] A. Ramezani, M. Madhoshi, H. Fallah Lajimi, and N. Razaghi, A model of knowledge management implementation at the University of Mazandaran, J. Prod. Manag. 13 (2019), no. 3, 89–118. [28] M. Ranjbarfard, Measuring the maturity level of customer knowledge management in Iranian insurance companies, Master’s Thesis, Tarbiat Modares University, 2008. [29] J. Rowley, Reflections of customer knowledge management in e-business, Qual. Market Res.: Int. J. 5 (2002), no. 4, 268–280. [30] V. Saatchian, A. Ghanbarpour, M. Rasooli, and H. Pour Soltani Zarandi, The relationship between job satisfaction, organizational commitment and internal service quality in selected federations, J. Kerman Univ. Med. Sci. 1(9) (2012), no. 2, 137–147. [31] M. Sandelowski, J. Barroso, and C.I. Voils, Using qualitative metasummary to synthesize qualitative and quantitative descriptive findings, Res. Nurs. Health 30 (2007), no. 1, 99–111. [32] M. Shami Zanjani, R. Rouzbehani, and H. Dabbagh, Proposing a conceptual model of customer knowledge management: A study of CKM tools in British dotcoms, Int. J. Econ. Manag. Eng. 2 (2008), no. 2, 51–55. [33] M. Showkati Ahmadabad and P. Hosni, What is metaanalysis?, Sci. Quart. Faculty Nurs. Midwifery Birjand Univ. Med. Sci. 3 (2006), no. 3, 4, 15–21. [34] R. Soleimanzadeh, The effect of knowledge management measures on the organizational performance of Sina Bank through customer knowledge, Master’s thesis, Islamic Azad University, 2015. [35] C. Su, Y. Chen and D. Sha, Linking innovative product development with customer knowledge: a data-mining approach, Technovation 26 (2006), no. 7, 784–795. [36] N. Talai Fard, F. Senjari Fard and N. Salehi, Investigating the impact of customer knowledge management on business performance with the mediating role of innovation capability in the insurance industry, Sci. J. Farda Manag. 18 (2020), 149–163. [37] S.M. Tseng, The effect of knowledge management capability and customer knowledge gaps on corporate performance, J. Enterprise Inf. Manag. 29 (2016), no. 1, 51–71. [38] H. Ziyari, J.A. Zakari, S.A. Mir Rafi, and A. Taheri, Compilation of passive defense strategies of the rail transport industry against cyber threats, Strat. Sci. Quart. 11 (2022), no. 43, 215–246. | ||
|
آمار تعداد مشاهده مقاله: 1,339 تعداد دریافت فایل اصل مقاله: 726 |
||