THE ROLE OF KNOWELDGE MANAGEMENT IN IMPROVING THE QUALITY OF HIGHER EDUCATION SERVICES ACCORDING TO THE SERVEQUAL MODEL: “CASE STUDY OF HIGHER SCHOOL OF MANAGEMENT TLEMCEN”
Assia Brahimi
E-mail: bra.assia@gmail.com
Lecturer A, Higher School of Management Tlemcen, LEREMA laboratory
Algeria
https://orcid.org/0009-0009-2816-6428
Awicha Benabdallaha
E-mail: benabdallah333@yahoo.co.uk
Lecturer A, Higher School of Management Tlemcen, LEREMA laboratory
Algeria
https://orcid.org/0009-0001-2329-078X
Mohamed Benserir
E-mail: Mohamedbenserir1997@hotmail.com
Master student, Higher School of Management Tlemcen
Algeria
Mohamed Batouche
E-mail: Mohamedbatouche96@gmail.com
Master student ,Higher School of Management Tlemcen
Algeria
Abstract: This study aimes at showing the role of knowledge management processes in improving the quality of higher education services according to the servequal model at the Higher School of Management Tlemcen. Thus, a descriptive analytical approach was used to check the impact of the independent variable on the dependent variable in the light of the hypotheses of the study. Data collection process was undertaken through the distribution of a questionnaire administered to all professors working in the school, numbering (65) professors, while the study sample included (48 professors), and after using the statistical program SPSS to process and analyze data, results revealed a positive and statistically significant relationship between knowledge management processes and the improvement of the quality of higher education services at the Higher School of Management Tlemcen.
Keywords: Knowledge, Knowledge Management, Quality of Higher Education, Servequal Model, Higher School of Management Tlemcen
JEL classification: I24; D83
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References
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