THE ROLE OF KNOWELDGE MANAGEMENT IN IMPROVING THE QUALITY OF HIGHER EDUCATION SERVICES ACCORDING TO THE SERVEQUAL MODEL: “CASE STUDY OF HIGHER SCHOOL OF MANAGEMENT TLEMCEN”

Assia Brahimi E-mail: [email protected] Lecturer A, Higher School of Management Tlemcen, LEREMA laboratory Algeria https://orcid.org/0009-0009-2816-6428 Awicha Benabdallaha E-mail: [email protected] Lecturer A, Higher School of Management Tlemcen, LEREMA laboratory Algeria https://orcid.org/0009-0001-2329-078X Mohamed Benserir E-mail: [email protected] Master student, Higher School of Management Tlemcen Algeria Mohamed Batouche E-mail: [email protected] Master student ,Higher School of Management Tlemcen Algeria Abstract: This study aimes at showing the role of knowledge management processes in improving the quality of higher education services according to the servequal model at the Higher School of Management Tlemcen. Thus, a descriptive analytical approach was used to check the impact of the independent variable on the dependent variable in the light of the hypotheses of the study. Data collection process was undertaken through the distribution of a questionnaire administered to all professors working in the school, numbering (65) professors, while the study sample included (48 professors), and after using the statistical program SPSS to process and analyze data, results revealed a positive and statistically significant relationship between knowledge management processes and the improvement of the quality of higher education services at the Higher School of Management Tlemcen. Keywords: Knowledge, Knowledge Management, Quality of Higher Education, Servequal Model, Higher School of Management Tlemcen JEL classification: I24; D83