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International Journal of Academic Research in Accounting, Finance and Management Sciences

Open Access Journal

ISSN: 2225-8329

The Impact of Knowledge Management on Improving the Quality of Customs Services in the Jordanian Customs Department: The Mediating Role of Organizational Learning

Mohammad Ali Ibrahim Al Khasabah

http://dx.doi.org/10.6007/IJARAFMS/v13-i4/20189

Open access

The current study aims to examine the relationship between knowledge management, organizational learning, and the quality of customs services in the Jordanian Customs Department. As well as determining whether organizational learning mediates the relationship between knowledge management and the Quality of customs services. Two-hundred and nineteen usable questionnaires were used for analysis. The analysis was conducted using partial least squares structural equation modelling (PLS-SEM). It was found that knowledge management has a significant positive effect on the quality of customs services, ? = 0.422, t = 5.919, p < 0.001. Organizational learning positively mediates between knowledge management and the quality of customs services, ? = 0.253, t = 4.962, p = 0.000. The findings are useful for the Jordanian Customs Department and similar organizations in improving the quality of their services through appropriate employment of the dimensions of knowledge management (knowledge creation, storage, transfer, and implementation) and organizational learning. Both variables are necessary for the creation, acquisition, and integration of knowledge, which enable organizations to develop their own resources and capabilities. This in turn can improve the quality of their services and improve their performance.