Service Quality by Knowledge Management Capability in Higher Education Institutions: Mediating Effect of Organizational Commitment

Résumé

In this aggressive competition taking place around the world, knowledge management is recognized as the main vehicle for organizations to achieve a competitive advantage; to compete and provide higher quality and better services that satisfy customers. Linking knowledge management to service quality could make a strong contribution in convincing managers of organizations about the need to adopt knowledge management strategies. Taking these issues into account, this study introduces the pathway to service quality (SQ) with the role of knowledge management capabilities (KMC) (knowledge infrastructure capability KIC and Knowledge process capability KPC) and organizational commitment (OC). This paper aims at investigating the role of KMC in enhancing the quality of service in Higher Education Institutions (HEIs) through the mediating effect of OC. Based on the analysis conducted on 352 responses from academic middle managers and teaching staff selected from HEIs of Palestine- Gaza Strip. The results exhibit significant positive influence of knowledge management capabilities on enhancing service quality, and organizational commitment partially mediates the relationship between knowledge management capabilities and SQ. These results provide new avenues for managers to enhance service quality of Education institutions using KMC at prime level; with updated technology, sufficient structure, and supportive culture, in addition to ensuring effective implementation of Knowledge processes. Additionally, these capabilities will help to increase the level of commitment in organizations, which will lead to quality of service, innovation, competitive advantage and enhanced overall performance.