The Study of the Effects of Knowledge Management (KM) on Customer Relationship Management (CRM) in Refah Bank (case study: Kurdistan Province)
Subject Areas : Business Management
Adel Salavati
1
(
Associate Professor and member of faculty member of Sanandaj Branch, Islamic Azad University, Sanandaj, Iran
)
Parviz Kafcheh
2
(
Associate Professor and member of faculty member of Sanandaj Branch, Islamic Azad University, Sanandaj, Iran
)
Kayvan Salehpoor
3
(
Master of Business Administration, Sanandaj Branch, Islamic Azad University, Sanandaj, Iran
)
Keywords: Path analysis, Knowledge Management, Customer Relationship Management (CRM), Knowledge resources, the Model of Structural Equations (LISREL),
Abstract :
This article studies the effects of knowledge management on customer relationship management. Our research method is descriptive and survey in nature. The statistical population is composed of all the employees serving in all the branches of Refah Bank across Kurdistan totaling 180 people. In this study, we applied Principal Components Analysis (PCA) and structural relations (LISREL) to explore the factors and expand the items of our questionnaire. Our data were analyzed through path analysis and the Model of Structural Equations. The findings of our research indicate that knowledge management has got some positive and meaningful effects on different aspects of managing relations with customers (i.e., customer satisfaction, customer loyalty, customer absorption, and interaction) through knowledge resources. According to our findings, the highest rate of effectiveness of knowledge management has been on customer satisfaction followed by other variables including customer loyalty, absorption, and interaction with customer, respectively.
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Hassanzadeh, M., Fatemi, S. A., & Omrani, S. E. (2009). Knowledge and Information Science Management: Links and Interactions. The Scientific Conference, (In Persian).
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Jennex, Murry. (2008),''Knowledge management: Concepts, methodologies, tools, and Applications. New York: Information Science reference (6vols).
Kalantari, Kh. (1988). Modeling Structural Equations in Socio-Economic Research. Tehran: Farhang Saba Publication, (In Persian).
Khaki, G. R. (1989). Research Method in Management. Tehran:Tehran Azad University, (In Persian).
Lin, Y., Chien, S., & Su, H. Y.(2006)," A knowledge-enabled procedure for customer relationship management". Industrial Marketing Management, pp.446 – 456.
Michael, S. A. (2004), "Criteria for measuring Knowledge Management Efforts in Organaizations". The George Washington University.
Manning, Nadia, Pels, Jaup. (2009), ”knowledge management”, Development Journal, vol,5,No,31-34
Plessis, M. d., & Boon, J. A. (2004)," Knowledge management in eBusiness and customer relationship management: South African case study findings". International Journal of Information Management, pp.73-86.
Proust, G., Robb, S., & Romhardet, K. (2006). Knowledge Management. Tehran: Yastaron Publication, (In Persian).
Retna, S Kala & Tee NG Pak, (2011), " Communities of practice: dynamics and success factors". Leadership & Organization Development Journal Vol. 32 No. 1, pp. 41-59.
Salehi Sedghiani, J., & Akhavan, M. (2006). Customer Relationship with Management. Hesabdar Magazine, (In Persian).
Shieu, Y., Chang, C., Yang, S. and Chen, C. (2010), “Organizational knowledge transfer within multinational corporations”, Journal of Chinese Entrepreneurship, Vol. 2 No. 1, pp. 76-92.
Vakili Fard, H. R., Maran Jouri, M., & Ali Khani, R. (2008). Understanding Customer Relationship with Management. Hesabdari Magazine, 69-75, (In Persian).
Wei-Tsong Wang, (2009) ,"Knowledge management adoption in times of crisis", National Science Council, Taiwan, Vol. 109 No. 4 445-465.
Yu, S.-H., Kim, Y.-G., & Kim, M.-Y. (2007), " Do we know what really drives KM performance?" journal of knowledge management, pp.39-53.
_||_Abtahi, S. H., & Salavati, A. (2006). Knowledge Management in the Organization. Tehran: Peyvan Publication, (In Persian).
Afraza, A. (2004). Knowledge Management (Concepts, Models, Measurement and Implementation). Tehran: Moallef Publication, (In Persian).
Al-Badawi, A., & Ekhlasi, A. (2006). Implementing Customer of Relationship with Management Systems. Commercial Reviews, 92-100, (In Persian).
Alem Tabriz, A., & Mohammad Rahimi, A. (2008). Knowledge Management and Organizational Resource Planning. Tehran: Saffar Publication, (In Persian).
Gholamian, M. R., Ebrahimi, B., & Khajeh Afzali, M. (2006). Customer Relationship with Management. Tadbir, 178, (In Persian).
Han ,sung, yong (2009),"productivity in the service sector in Korea and cases of KM",pp10
Hassanzadeh, M., Fatemi, S. A., & Omrani, S. E. (2009). Knowledge and Information Science Management: Links and Interactions. The Scientific Conference, (In Persian).
Hooman, H. A. (1987). Structural Equation Modeling Using Laser Software. Tehran: Samt Publication, (In Persian).
Jennex, Murry. (2008),''Knowledge management: Concepts, methodologies, tools, and Applications. New York: Information Science reference (6vols).
Kalantari, Kh. (1988). Modeling Structural Equations in Socio-Economic Research. Tehran: Farhang Saba Publication, (In Persian).
Khaki, G. R. (1989). Research Method in Management. Tehran:Tehran Azad University, (In Persian).
Lin, Y., Chien, S., & Su, H. Y.(2006)," A knowledge-enabled procedure for customer relationship management". Industrial Marketing Management, pp.446 – 456.
Michael, S. A. (2004), "Criteria for measuring Knowledge Management Efforts in Organaizations". The George Washington University.
Manning, Nadia, Pels, Jaup. (2009), ”knowledge management”, Development Journal, vol,5,No,31-34
Plessis, M. d., & Boon, J. A. (2004)," Knowledge management in eBusiness and customer relationship management: South African case study findings". International Journal of Information Management, pp.73-86.
Proust, G., Robb, S., & Romhardet, K. (2006). Knowledge Management. Tehran: Yastaron Publication, (In Persian).
Retna, S Kala & Tee NG Pak, (2011), " Communities of practice: dynamics and success factors". Leadership & Organization Development Journal Vol. 32 No. 1, pp. 41-59.
Salehi Sedghiani, J., & Akhavan, M. (2006). Customer Relationship with Management. Hesabdar Magazine, (In Persian).
Shieu, Y., Chang, C., Yang, S. and Chen, C. (2010), “Organizational knowledge transfer within multinational corporations”, Journal of Chinese Entrepreneurship, Vol. 2 No. 1, pp. 76-92.
Vakili Fard, H. R., Maran Jouri, M., & Ali Khani, R. (2008). Understanding Customer Relationship with Management. Hesabdari Magazine, 69-75, (In Persian).
Wei-Tsong Wang, (2009) ,"Knowledge management adoption in times of crisis", National Science Council, Taiwan, Vol. 109 No. 4 445-465.
Yu, S.-H., Kim, Y.-G., & Kim, M.-Y. (2007), " Do we know what really drives KM performance?" journal of knowledge management, pp.39-53.
