نوع مقاله : استخراج از پایان نامه کارشناسی ارشد
نویسندگان
1 مدرس گروه مدیریت دولتی ، دانشگاه آزاد اسلامی واحد شهرکرد
2 دانشجوی کارشناسی ارشد مدیریت دولتی گرایش طراحی سازمان های دولتی دانشگاه آزاد اسلامی واحد شهرکرد ، ایران
چکیده
کلیدواژه‌ها
موضوعات
عنوان مقاله [English]
نویسندگان [English]
In the banking system, customers are the main focus and in fact all the work is to seek their satisfaction, attention and attraction. Customer goals must be realized in customer relationship management strategy. Customer relationship management and knowledge management are key and strategic tools for all companies, especially in the current competitive environment. Due to the importance of the topic in this research, the role of knowledge management system on customer-oriented management was examined. The statistical population of the research is the employees of Sepah Bank in Shahrekord, 160 of whom were used as a statistical sample according to the Karjesi-Morgan table. The research collection tool was the standard questionnaire of knowledge establishment and customer-centered management. The validity of the instrument was based on form and content validity, and Cronbach's alpha was used for reliability. The results showed that knowledge management and customer-oriented management have a significant relationship. Also, the components of establishing knowledge management system showed a significant positive relationship with customer-oriented management. This means that customer-oriented management will increase with the increase in the establishment of knowledge management system.
کلیدواژه‌ها [English]
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