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
1        Mahmoodabadi, H.; Rezaee, Gh. R.; and A. Gorgani Firoozjah (2013). “Investigating the Effects of Organizational Fairness on the Efficacy of Intellectual Capital: The Case Study of Shahid Faghihi Hospital in Shiraz”, Quarterly Journal of Health Accounting, No. 2 & 3, pp.72-84. [In Persian]

2        Barney, J. (1991). “Firm Resources and Sustainable Competitive Advantage”. Journal of Management, Vol. 17, No. 1, pp. 99-120.

3        Grant, R. M. (1991). “The Resource-based Theory of Competitive Advantage: Implications for Strategy Formulation”. California Management Review, Vol. 33, No. 3, pp. 114-135.

4        Bontis, N. (1999). “Managing Organizational Knowledge by Diagnosing Intellectual Capital: Framing and Advancing the State of the Field”. International Journal of Technology Management, Vol. 18, No. 5-8, pp. 433-462.

5        Covell, C. L. (2011). “The Relationship of Nursing Intellectual Capital to the Quality of Patient Care and the Recruitment and Retention of Registered Nurses”. Ph.D. Dissertation, University of Toronto.

6        Hasanbeigi, M. (2010). “Proposing a Model of Key Factors in Knowledge Management Success in Order to Increase Organizational Creativity and Learning in Airport Corporations in Iran”. M. A. Thesis, Payam-e-Noor University, Tehran Branch. [In Persian]

7        Holt, G. D.; Love, P. E. D.; and H. Li (2000). “The Learning Organization: Toward a Paradigm for Mutually Beneficial Strategic Construction Alliances”. International Journal of Project Management, Vol. 18, pp. 415-421.

8        Al-Shaar, H. (2012). “The Impact of Knowledge Management in Achieving Qualitative Services in Jordanian Telecommunication Sector”. European Journal of Social Sciences, Vol. 33, No. 2, pp. 270-288.

9        Afkhami, A. A. (2010). “The Study of the Relationship Between Knowledge and Innovation Management in Organizations”. M.A. thesis, Islamic Azad University: Sanadaj Branch. [In Persian]

10    Matar, A. (2007). Knowledge and Information Management. First edition, Amman: Dar Konooz Al-Ma’refa Al-Elmeiya.

11    Quinn, J. B.; Andersen, P.; and S. Finkelstein (1996). “Managing Professional Intellect: Making the Most of the Best”. Harvard Business Review, Vol. 74, No. 2, pp. 71-80.

12    Nouroozi, R. (2011). “The Effect of Social Capital on the Development of Organizational Knowledge Management: The Case Study of Central Municipality of Karaj”. M. A. Thesis, Islamic Azad University: Sanandaj Branch. [In Persian]

13    Carlucci, D.; Marr, B.; and G. Schiuma (2004). “The Knowledge Value Chain: How Intellectual Capital Impacts on Business Performance”. International Journal of Technology Management, Vol. 27, Nos. 6 & 7, pp. 575-590.

14    Quink, U. (2008). “An Exploration of Knowledge Management and Intellectual Capital in a Non-profit Organization Context”. M. A. Thesis, Queensland University of Technology.

15    Hall, R. (1993). “A Framework Linking Intangible Resources and Capabilities to Sustainable Competitive Advantage”. Strategic Management Journal, Vol. 14, No. 8, pp. 607-618.

16    Harrison, S. and P. H. Sullivan Sr (2000). “Profiting from Intellectual Capital Learning from Leading Companies”. Journal of Intellectual Capital, Vol. 1, No. 1, pp. 33-45.

17    Bontis, N. (1998). “Intellectual Capital: An Exploratory Study That Develops Measures and Models”. Management Decision, Vol. 36, No. 2, pp. 63-76.

18    Oliverira, O. D. J. (2009). “Adaptation and Application of the SERVEQUAL Scale in Higher Education”. POMS 20th AnnualConference Orlando, May 1 to May 4, Florida U.S.A.

19    Gorji, M. B. (2005). “Services Quality Management in Insurance Industry based on Servqual Model” Quarterly Journal of Insurance Research College, Vol. 20, No. 4, pp. 5-35. [In Persian]

20    Habersam, M. and M. Piber (2003). “Exploring Intellectual Capital in Hospitals: Two Qualitative Case Studies in Italy”. European Accounting Review, Vol. 12, No. 4, pp. 753-779.

21    Collins, S. K. and K. S. Collins (2006). “Valuable Human Capital: The Aging Health Care Worker”. The Health Care Manager, Vol. 25, No. 3, pp. 213-220.

22    Faulk, N. L. (2007). “Strategies to Enhance Retention and Effective Utilization of Aging Nursing Faculty”. Journal of Nursing Education, Vol. 46, No. 4, pp. 165-169.

23    Thomka, L. A. (2007). “Mentoring and its Impact on Intellectual Capital. Through the Eyes of the Mentee”. Nursing Administration Quarterly, Vol. 31, No. 1, pp. 22-26.

24    Akdere, M. (2009). “The Role of Knowledge Management in Quality Management Practices: Achieving Performance Excellence in Organization”. Advanced in Developing Human Resources, Vol. 11, No. 3, pp. 349-361.

25    López-Nicolás, C. and A. L. Author VitaeMeroño-Cerdán (2011). “Strategic Knowledge Management, Innovation and Performance”. International Journal of Information Management, Vol. 31, No. 6, pp. 502-509.

26    McGillis Hall, L. (2003). “Nursing Intellectual Capital: A Theoretical Approach for Analysing Nursing Productivity”. Nursing Economics, Vol. 2, No. 1, pp. 14-19.

27    Mirfakhrodini, H. and R. Jamali (2008). “Proposing a Model for the Quality Improvement of Educational Services in Higher Education Institutes with a SERVQUAL Phase Approach: The Case Study of Knowledge Management in Yazd and Isfahan Universities”. The Fifth International Conference on Management of IT and ICT, Bahman 28th & 30th. [In Persian]

28    Yaghoubi, N. M.; Salarzehi, H.; Moloudi, J.; and E. Yaghoubi (2010). “Review of Relationship Between Intellectual Capital and Organizational Justice”. Asian Social Science, Vol. 6, No. 10, pp. 120-126.

29    Arlene, N. K. (2003). “Organizational Citizenship Behaviour and Customer Service Quality, A Group-Level Study”. Dissertation submitted to the Faculty of the Graduate School ofthe University of Maryland, College Park in partial fulfilment of the requirements for the degree of Doctor of Philosophy.

30    Egbu, C. (2004). “Managing Knowledge and Intellectual Capital for Improved Organizational Innovations in the Construction Industry: An Examination of Critical Success Factors”. Engineering Construction and Architectural, Vol. 11, No. 5, pp. 301-315.

31    Su, H-Y. and Y. Lin (2006). “Enhancing Knowledge-based Service Quality: A Knowledge Management Perspective”. The Service Industries Journal, Vol. 26, No. 7, pp. 787-800.

32    Waddell, D. and D. Stewart (2008). “Knowledge Management as Perceived by Quality Practitioners”. The TQM Journal, Vol. 20, No. 1, pp. 31-44.

33    Huang, Y. and Y. J. Wu (2010). “Intellectual Capital and Knowledge Productivity: The Taiwan Biotech Industry”. Management Decision, Vol. 48, No. 4, pp. 580-599.

34    Mahdizadeh, R. (2011). “Investigating the Relationship Between Organizational Citizen Behaviour and the Quality of the Services Made in Branches of Social Security Organization in Kurdistan Province”. M. A. Thesis, Islamic Azad University: Sanadaj Branch. [In Persian]