The Role of Knowledge Management Infrastructure in the Quality of Electronic Services: Applied Study in the Jordanian Banking Sector

Abstract

the main purpose of this study is to determine the role of knowledge management infrastructure in the quality of electronic services in the (6) Jordanian banks that located in Amman city. The sampling unit and analysis (respondents) composed of (285) customers dealing with the target banks. In order to achieve the study objectives, the researcher designed a questionnaire consisting of (27) paragraph to collect the required data from study sample. The multiple regression analysis was used to testing the hypotheses. Empirical results found that the knowledge management infrastructure have a positive impact on the quality of electronic services in Jordanian Banking Sector. Based on these results the study recommending that the banking should focus largely on their knowledge management infrastructure consisted of (technology, structure and culture) in order to achieve the quality of electronic services and acquire new customer and maintain in the current customers to lead to competitive advantage . Also the study recommending that conducting more future research and studies on the role of knowledge management infrastructure in the quality of electronic services in the different area and contexts , because the results of current study limited to Jordanian sector . Therefore this study recommending conduct more study in the other sectors such as hospital, hotels in order to generalize the results.

Keywords: Knowledge management, Knowledge management infrastructure, quality of electronic services, Jordanian banking sectors.