Abstract :

This quantitative study investigates the connections between knowledge management, business processes, and service quality. The study examines how corporate procedures directly affect service quality and how the outside environment affects it. It also looks into how knowledge management affects business processes and customer service quality. A sample of the medical industry in Tangerang City, Indonesia, received surveys, and 12 complete replies were examined. The results show that while the external environment significantly affects service quality, business practices do not directly influence it. The relationship between business processes and service quality is moderated by knowledge management, underscoring the significance of efficiently utilising organisational knowledge resources. These results point to the necessity of a comprehensive service quality improvement strategy that considers outside variables and employs efficient knowledge management techniques. Future research should overcome drawbacks like sample biases and explore these correlations using a variety of approaches and larger samples.

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Keywords :

External Environmental, Knowledge Management., Process Business, Service Quality

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