Examining the Role of Knowledge Management and Intellectual Capital in Improving the Quality of Services (Case Study: Shahid Faghihi Hospital of Shiraz)

Introduction: In recent decades, the role of knowledge assets in advancing the organizations’ goals has become a critical issue. The purpose of this paper is to examine the effect of knowledge management and intellectual capital on improving the quality of services among employees of Shahid Faghihi hospital of Shiraz. Methods: The research method used in this study is a cross-sectional survey in which descriptive correlation was used. In order to gather the required data, Bontis's intellectual capital standard questionnaire, Quink's knowledge management standard questionnaire, and questionnaire of quality of services were utilized. The population of the study comprises all employees and clienteles (patients) of Shahid Faghihi hospital of Shiraz. The sample consists of 288 participants who were selected using Morgan table. To test the research hypotheses, the statistical methods of correlation analysis and regression analysis were calculated using SPSS-19 statistical software. Result: Knowledge management and intellectual capital account for approximately 24.7% and 26.9% of the variation in the quality of services respectively. Conclusion: Overall, the results of the study indicate that from clienteles’ point of view, there is a significant relationship between knowledge management, intellectual capital and components of intellectual capital on the one hand and quality of services on the other hand.