Knowledge management and its impact on improving the performance of service institutions

Abstract

This study aimed to investigate the reality of knowledge management and its impact on institutional performance within the investigated medical center. To achieve this objective, the descriptive-analytical approach was adopted. A 35-item questionnaire was developed as the primary data collection tool, utilizing a 5-point Likert scale, with reverse coding applied to the difficulties dimension. The tool was administered to a purposive sample of (30) medical and administrative staff members. Data were statistically analyzed using SPSS (v26), employing descriptive statistics, Cronbach's Alpha, Pearson correlation, simple linear regression, Independent Samples T-Test, and One-Way ANOVA followed by Scheffé's post-hoc test.

Key Findings:

1. The study tool demonstrated high internal consistency and excellent reliability, with a Cronbach's Alpha coefficient of (0.837).


2. There was no statistically significant impact of knowledge management on institutional performance at the (\(\alpha \le 0.05\)) level, as the regression model explained only (2%) of the variance, which is attributed to the small sample size and procedural gaps in knowledge utilization.


3. The philosophical analysis of the reverse-coded scale indicated a definitive absence of financial constraints or infrastructure weaknesses hindering knowledge management implementation.


4. Statistically significant differences in evaluating institutional performance were found based on gender (in favor of females) and years of experience (in favor of the mid-career group with 5–10 years of experience), while no significant differences emerged for age, educational level, or job position.

Key Recommendations:

The study recommended:

1. shifting from basic digital archiving to the active operationalization of knowledge in daily activities.


2. Investing in mid-career personnel to act as mentors for transferring tacit knowledge


3. Developing a smart system for resolving patient complaints to enhance institutional performance.