Abstract

Knowledge administration (KM) has emerged as a pivotal strategy for organizations to augment their competitive edge and fulfil customer expectations in the present knowledge-intensive economy. This investigation aims to assess the efficacy of knowledge administration in enhancing customer contentment. The study employs a blended methodology, amalgamating quantitative scrutiny of customer contentment surveys and qualitative interviews with key stakeholders. This analysis encompasses the assemblage and examination of customer contentment data, focusing on variables such as product/service quality, responsiveness, and comprehensive customer experience. The qualitative interviews endeavour to procure insights into how knowledge administration practices, encompassing knowledge sharing, collaboration, and organizational learning, influence customer contentment. Preliminary findings allude to a positive correlation between efficient knowledge administration and customer contentment. Organizations that adeptly administer their knowledge assets, foster knowledge sharing, and cultivate a culture of learning demonstrate elevated levels of customer contentment. Furthermore, knowledge administration practices contribute to ameliorated product/service quality, swifter issue resolution, and enhanced customer support.

Description