Knowledge management is one of novel concepts in management which is considered very vital for success of
present-day organizations. Therefore, the present study was formulated in order to determine the effect of
knowledge management on quality of banking services in Melli Bank branches in Amol – Iran. Sample size was
decided to be 71 customers by Morgan’s Table which was randomly selected from the statistical population. Data
collection was performed by use of two questionnaires (i.e. knowledge management with 27 questions and service
quality with 22 questions).Validity of the tools was confirmed by considering viewpoints of experts. Also, reliability
of the tools was verified by measuring Cronbach’s Alpha (0.97 and 0.94, respectively).Descriptive and inferential
analyses were performed on data. All analyses were done by use of SPSS Software (Version 21). The results
obtained from the present showed that there is a positive but insignificant correlation between knowledge
management and performance of the branches
کلید واژگان :
knowledge management, service quality, performance, Melli Bank, Amol.
