بررسی نقش مدیریت دانش و سرمایه فکری در بهبود کیفیت ارائه خدمات (مطالعه موردی: بیمارستان شهید فقیهی شیراز)

نوع مقاله : مقاله پژوهشی

نویسندگان

1 عضو باشگاه پژوهش‌گران جوان و نخبگان دانشگاه آزاد اسلامی واحد ارسنجان

2 دانشگاه آزاد اسلامی، واحد مرودشت، مرودشت، ایران

3 دانشگاه آزاد اسلامی، واحد ارسنجان، ارسنجان، ایران

چکیده

مقدمه: در چند دهه اخیر نقش دارایی‌های دانشی در پیشبرد هدف‌های سازمان‌ها تبدیل به امری حیاتی شده است. هدف این مقاله بررسی تأثیر مدیریت دانش و سرمایه فکری در بهبود کیفیت ارائه خدمات در بین کارکنان بیمارستان شهید فقیهی شیراز است.
روش پژوهش: روش پژوهش مورد استفاده توصیفی همبستگی، از نوع نظرسنجی است که از لحاظ زمانی پژوهشی مقطعی به حساب می‌آید. برای گردآوری اطلاعات از پرسش‌نامه استاندارد سرمایه فکری بنتیس، پرسش‌نامه استاندارد مدیریت دانش کوئینک و پرسش‌نامه کیفیت ارائه خدمات، استفاده شده است. جامعه آماری این پژوهش را کلیه کارکنان و مراجعه‌کنندگان (بیماران) به بیمارستان شهید فقیهی شیراز تشکیل می‌دهند. نمونه آماری پژوهش با استفاده از جدول مورگان ، 288 نفر به دست آمد. برای آزمون فرضیه‌های پژوهش، با استفاده از نرم‌افزار آماری SPSS نسخه 19، روش‌های آماری تحلیل همبستگی و تحلیل رگرسیون انجام شده است.
یافته‌ها: در حدود 4/27 درصد از تغییرات در متغیر کیفیت ارائه خدمات به وسیله مدیریت دانش و در حدود 9/26 درصد از تغییرات در کیفیت ارائه خدمات به وسیله سرمایه فکری تببین می‌شود.
نتیجه‌گیری: نتایج حاصل از پژوهش بیان‌گر این است که به طور کلی بین مدیریت دانش، سرمایه فکری و ابعاد آن با میزان کیفیت ارائه خدمات از دیدگاه مراجعه‌کنندگان رابطه مستقیم معناداری وجود دارد.

کلیدواژه‌ها

عنوان مقاله [English]

Examining the Role of Knowledge Management and Intellectual Capital in Improving the Quality of Services (Case Study: Shahid Faghihi Hospital of Shiraz)

نویسندگان [English]

  • G. Rezaei 1
  • H. Rezaei 1
  • F. Manochehri 2
  • L. Rezaei 3
1 Member of Young Researchers Club, and the Elites of Islamic Azad University, Arsanjan Branch, Arsanjan, Iran
2 Islamic Azad University, Marvdasht Branch, Marvdasht, Iran
3 Islamic Azad University, Arsanjan Branch, Arsanjan, Iran
چکیده [English]

Introduction: In recent decades, the role of knowledge assets in advancing the organizations’ goals has become a critical issue. The purpose of this paper is to examine the effect of knowledge management and intellectual capital on improving the quality of services among employees of Shahid Faghihi hospital of Shiraz.
Methods: The research method used in this study is a cross-sectional survey in which descriptive correlation was used. In order to gather the required data, Bontis's intellectual capital standard questionnaire, Quink's knowledge management standard questionnaire, and questionnaire of quality of services were utilized. The population of the study comprises all employees and clienteles (patients) of Shahid Faghihi hospital of Shiraz. The sample consists of 288 participants who were selected using Morgan table. To test the research hypotheses, the statistical methods of correlation analysis and regression analysis were calculated using SPSS-19 statistical software.
Result: Knowledge management and intellectual capital account for approximately 24.7% and 26.9% of the variation in the quality of services respectively.
Conclusion: Overall, the results of the study indicate that from clienteles’ point of view, there is a significant relationship between knowledge management, intellectual capital and components of intellectual capital on the one hand and quality of services on the other hand.

کلیدواژه‌ها [English]

  • hospital
  • Intellectual capital
  • Quality of Services
  • knowledge management

مراجع

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