THE ANALYSIS OF THE RELATIONSHIP BETWEEN KNOWLEDGE SHARING AND QUALITY OF SERVICE IN A HIGHER EDUCATION INSTITUTION
DOI:
https://doi.org/10.48090/ciki.v1i1.1236Keywords:
gestão do conhecimento, qualidade do serviço, educação, eduqual, compartilhamento de conhecimentoAbstract
Context: Higher education institutions are an important sector due to their role in countries' development. The objective was to analyze the relationship between knowledge sharing and service quality in a higher education institution.
Methodological procedures: The method used was multiple regression analysis to verify the model. A questionnaire based on the Eduqual instrument was applied to 297 students and the knowledge instrument to 6 directors.
Results: It was identified that there is no statistically significant effect between the two proposed constructs. The most used knowledge sharing practices are those related to management processes. The dimension that obtained the best results in terms of service quality corresponds to physical facilities and the lowest is academic.
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