A Proposed Model for Implementing Knowledge Management Training in Automotive After-Sales Service Companies

Abstract

The present study aims to propose a model for knowledge management training in ISACO automotive after-sales service companies. The research method is applied in terms of objectives and exploratory mixed-method (qualitative-quantitative) in terms of data. In the qualitative dimension, it is a self-emerging grounded theory, and in the quantitative dimension, it is a cross-sectional survey. The research field includes several experts (individuals introduced by professors, holding a PhD and conducting research in the field of knowledge management) in this domain, and in the quantitative section, all company employees (holding a bachelor's degree or higher and familiar with knowledge management) totaling 140 people. The sampling method in the qualitative section was purposive and snowball sampling, with 18 experts selected, reaching theoretical saturation at the 15th expert. In the quantitative section, based on the Morgan formula for sample size determination, 106 people were selected as the sample size. In the present study, after open and axial coding, the measurement tool was developed in the form of a questionnaire, which was sent to the experts for selective coding and validation. Consequently, a researcher-made questionnaire was designed and distributed randomly among the stratified sample. The collected data were analyzed using descriptive and inferential statistics, and finally, a model consisting of 7 dimensions, 26 components, and 138 indicators was identified. The identified dimensions, within a homogeneous structure, support the constructs of the proposed knowledge management training model in automotive after-sales service companies. According to this model, companies in this industry can progress toward the enhancement of knowledge management training. The proposed model can be used as a framework for organizations to define improvement and development actions.