Application of knowledge management for strengthening customer satisfaction in service industry

Ivanov, S, De Waal, G and Shieh, C 2011, 'Application of knowledge management for strengthening customer satisfaction in service industry', Actual Problems of Economics, vol. 2, no. 12, pp. 187-193.


Document type: Journal Article
Collection: Journal Articles

Title Application of knowledge management for strengthening customer satisfaction in service industry
Author(s) Ivanov, S
De Waal, G
Shieh, C
Year 2011
Journal name Actual Problems of Economics
Volume number 2
Issue number 12
Start page 187
End page 193
Total pages 7
Publisher Natsional'na Akademiya Upravlinnya,National Academy of Management
Abstract After the emergence of Knowledge Management in 1990's, knowledge has been treated as a strategic asset and the major source for creating competitive advantages. It has indeed become one of the key success factors in Customer Satisfaction. Despite the current global depression, the mar ket of catering is still developing and constantly posing new management challenges. This study therefore aims to analyze the correlations between Knowledge Management and Customer Satisfaction in catering. With the customers of Howard Plaza Hotel as the research subjects, a total of 316 questionnaires were retrieved. Having deducted 22 incomplete ones, 294 copies are valid, with the retrieval rate 61%. The data are further analyzed with Factor Analysis and Regression Analysis. The research outcomes show that Knowledge Management presents significant positive correlation with Price of Product, Service Efficiency, and Perceived Value in Customer Satisfaction. According to the research outcomes, this study provides businesses in the catering industry with suggestions and references for Knowledge Management enhancement and Customer Satisfaction promotion.
Subject Business and Management not elsewhere classified
Keyword(s) Knowledge Management
Knowledge Management System
Customer Satisfaction
Copyright notice © Sergey Ivanov, Gerrit Anton De Waal, Chich-Jen Shieh, 2011
ISSN 1993-6788
Versions
Version Filter Type
Access Statistics: 151 Abstract Views  -  Detailed Statistics
Created: Thu, 14 Jul 2016, 08:35:00 EST by Catalyst Administrator
© 2014 RMIT Research Repository • Powered by Fez SoftwareContact us