The E-services improvement with Knowledge Management approach

This study is going to study the E-services improvement with Knowledge Management approach considering to the role of E-services as a mediator variable in the Road Maintenance & Transportation Organization of Sistan & Balouchestan of Iran. The population of present study has selected of the employees of managers, supervisors, and experts of transportation and terminal organization which was named and the number of this population are 94 people. For sample determining, the researcher has used Morgan Table. At least, 79 people were counted due to that table. I should be noted that the researcher added 10 percent to the sample size for decreasing the error of sample determining and generalizability as well. Accordingly, 86 questionnaires were distributed in this organization and collected only 80 questionnaires of them. Data were gathers by three types of questionnaires that are respectively; e-services, customers’ satisfaction, and knowledge management questionnaires. Pearson correlation, Liner Regression, and factor analysis were used for measuring and Analyzing the data which were collected. The findings have figured out there are positive relationship between all variables in this study in 95 % confidence level. And the results of regression test have illustrated that rate of change between customers’ satisfaction, and knowledge management was 18.4 %. Likewise, there other consequences were significant and useful for present organizations and every organization which wants to use these variables in the environment successfully.

کلیدواژه ها:

Customers’ Satisfaction ، E-services ، Knowledge Management(KM) ، Customer relationship management(CRM)