The role of knowledge management in enhancing institutional efficiency and improving the performance of the 933-call center of the Saudi Electricity Company: a case study

Abstract

This study aimed to identify the role of knowledge management in Call Center 933 and its impact on enhancing institutional efficiency and improving performance, by examining the processes of knowledge management in its dimensions (knowledge diagnosis, knowledge generation, knowledge storage, knowledge distribution, knowledge application), and identifying the level of institutional efficiency and performance improvement in Call Center 933. The study adopted a descriptive-analytical approach and utilized a questionnaire administered to a random sample of administrators in Call Center 933, with 240 respondents. The study found that the employees in Call Center 933 possess the necessary knowledge needs for knowledge management. The statistical results indicated that the level of knowledge management in Call Center 933 is applied to a high degree. Additionally, the level of institutional efficiency and performance improvement was high. Furthermore, a statistically significant negative correlation was found at a significance level of 0.01 between knowledge management in Call Center 933 in its dimensions (knowledge diagnosis, knowledge generation, knowledge storage, knowledge distribution, knowledge application) and enhancing institutional efficiency and performance improvement. This indicates that the more the knowledge management processes are applied in Call Center 933, the higher the institutional efficiency and performance improvement. The application of knowledge management in Call Center 933 contributed to the development of human resources by enhancing managerial skills and providing information about subordinates' performance. The study recommended enhancing knowledge management efforts in Call Center 933 by developing new systems for diagnosing, generating, storing, distributing, and applying knowledge, and intensifying efforts to enhance institutional efficiency by implementing innovative strategies supported by knowledge management.https://doi.org/10.24897/acn.64.68.2025500