The Effect of Organizational Culture and Information-Communication Technology on Productivity, Services Quality, Customer Satisfaction, and Change Management through Knowledge Management

Abstract

Introduction: Knowledge, as the most important asset of an organization, is regarded as an economic
resource. The need for and attainment of the benefits of knowledge management in health centers is highly
important and sensitive because we are always faced with a flood of information about patients in health
centers. Therefore, the present study was conducted in collaboration with Shahid Rahnemoon Hospital of
Yazd to study the impact of organizational culture and information-communication technology on
productivity, service quality, customer satisfaction and change management through knowledge
management.
Methods: The data of this descriptive survey was collected by a researcher-made questionnaire with
confirmed validity and reliability. The statistical population of the study included the employees and
treatment staff of Shahid Rahnemoun Hospital in Yazd. As a result, 272 questionnaires were distributed and
structural equation modeling was run using SPSS and AMOS software.
Results: The results showed the significant and positive impact of organizational culture and information
and communication technology on productivity, quality of service, customer satisfaction, and change
management through knowledge management at Shahid Rahnemoon Hospital in Yazd.
Conclusion: In order to implement knowledge management, information and communication technology
and organizational culture should be considered in our environment. Furthermore, implementing knowledge
management in the organization can improve productivity factors, quality of service, customer satisfaction,
and management change. This study investigated the simultaneous effects of organizational culture,
information and communication technology, productivity, service quality, customer satisfaction, and
management change on research innovation knowledge management.