Abstract:
In an organization, knowledge management is a factor that influences service quality. This study aimed
to determine which domain of knowledge management significantly influences service quality. The
researcher utilized a quantitative non-experimental design employing of the causal effect technique.
Two hundred two non-teaching personnel from the Department of Education in Davao de Oro were
the respondents of the study. The random sampling technique was employed in choosing the
participants for the study. The Mean, Pearson r, and Linear Regression Analysis were the statistical
tools used in the study. This study revealed a very high level of knowledge sharing, knowledge transfer,
storing knowledge, knowledge creation, organizational learning, and culture. In addition, the level of
service quality was very high regarding reliability, responsiveness, assurance, empathy, and tangibles.
The study also showed a significant relationship between knowledge management and service quality.
Organization learning, storing knowledge, and culture were the domains of knowledge management
that influenced the service quality of non-teaching personnel of the Department of Education in Davao
de Oro, Philippines. |
