The effect of knowledge management on relationship management with customer the organization post of Tehran

Pages: 321-324
Ali Akbar Hadavi (Department of Management, Marvdash Branch Islamic Azad University, Marvdasht, Iran)
Fereshteh Mostafavi Rad (Department of Educational and Psychological Science Sepidan Branch, Islamic Azad University, Sepidan, Iran)

The aim of this study is to examine the effect ofKnowledge Management on Customer Relationship Management in the Post Companyof Tehran Province. The method of this research is descriptive and of coefficient type. The population of the present research includes 4100 employees of Tehran Post Company. In order to determine the sample size of Morgan cluster sampling method was used to observe the proportion that the sample size of 352 patients was identified. To gather data, knowledge management Ansari and customer relationship management Lewis et al. was used. To determine the validity and reliability of the questionnaire, content validity and Cranach’s alpha methods have been used. The questionnaireswere distributed among 352 participants and the results were analyzed. To answerthe research questions, liner regression was used. Finally, the results of this study showed that Knowledge Management is effective on Customer Relationship Management and its dimensions- loyalty and customer satisfaction. In addition, the results indicated that the impact of knowledge management on the loyalty is more than its impact on customer satisfaction.