Too much of a good thing? The unforeseen importance of knowledge management and role clarity as antecedents of service quality in private hospitals in Ghana

Abstract

The effective management of employees’ knowledge has been described as a critical ingredient for organizations seeking to ensure sustainable strategic competitive advantage in the market place. The goal of the study was to examine how knowledge management affect workers' job clarity and service quality. The cross-sectional survey approach was used in this study while purposive sampling technique was employed to select private hospitals. The research included 300 employees from Trust Hospital, Otoo Memorial Hospital, and Cocoa Hospital, all of which are private institutions in Ghana. Data was collected using the questionnaire. The analysis was done using Statistical Package for Social Sciences (SPSS) version 20 and Structural equation modeling. The findings demonstrated that service quality and knowledge management had a beneficial association.