The effect of knowledge Management on customer Orientation: Case Study of Insurance companies in Tehran

Subject Areas : policy making

M. M. Movahedi ¹ , M. Moradi ²

1 - Assistant Professor in Industrial Management, Firouzkouh Branch, Islamic Azad University, Firouzkouh, Iran
2 - MA Student in Business Management, Firouzkouh Branch, Islamic Azad University, Firouzkouh, Iran

Received: 2016-01-04 Accepted : 2016-01-04 Published : 2015-01-01

Keywords: Knowledge Management, customer satisfaction, Customer Orientation, Organizational Variables,

Abstract :

In this study, the impact of knowledge management components including knowledge acquisition, dissemination of information technology knowledge will be studied to identify and record the requirements in customer orientation. The role of organizational factors as well as customer orientation variables is analyzed as mediating moderating variables. The methodology of the research is practical by the nature and a descriptive survey in data collection. The data required will be collected through questionairies filled by the managers and employees working in public and private insurance companies in Tehran. to analyze the data collected, structural equations are used. The collected data are analyzed via LISREL software. The results suggest that knowledge management influence customers satisfaction through affecting organizational variables and customer orientation also plays as a moderator.