Customer knowledge management

Open Access Article

1 - Evaluating Improvement in Bank Service Management and Customer Loyalty by Customer Knowledge Management and Mobile Banking (Case Study: Mellat Bank)
نرگس رضائی ملک محمد رضائی ملک رضا توکلی مقدم

With development of banking industry, many Iranian banks are seeking to provide different services to customers to increase their market share. For example, applying of mobile technologies to provide banking services 24 hours a day makes more competitive advantage. In a More

With development of banking industry, many Iranian banks are seeking to provide different services to customers to increase their market share. For example, applying of mobile technologies to provide banking services 24 hours a day makes more competitive advantage. In addition, utilization of customer knowledge management by identifying the critical needs of customers improves bank service management. Furthermore, improvement of bank service management increases customer satisfaction and loyalty. Hence, this paper investigates the effect of customer knowledge management and mobile banking on improvement of bank service management and customer loyalty. Mellat bank is investigated as the case study of this research. For sample estimate, simple random sampling (Cochran formula) is used. Finally, for data analysis, multivariate regression method is applied. The results show that customer knowledge management and mobile banking separately have %50 positive effects on improvement of bank service management, and also improvement of bank service management has 64% positive effect on customer loyalty. Therefore, it is highly suggested that Iranian banks should be careful about selecting the proper system for mobile banking and customer knowledge management because of they have special effect on bank service management, and consequently on customer loyalty. Manuscript profile

Open Access Article

2 - The Effect of Applying Customer Knowledge on Innovation and New Product Efficiency (Case Study: Samasamaneh Software Company)
faranak khodayari بهزاد kh

10.30495/jomm.2022.64206.1882

In this paper, we have studied the impact of utilizing the customer knowledge on the innovation and new products’ performance in Sama Samaneh Software Co. Theoretical foundations and similar researches’ literature was reviewed to design a research model. Thr More

In this paper, we have studied the impact of utilizing the customer knowledge on the innovation and new products’ performance in Sama Samaneh Software Co. Theoretical foundations and similar researches’ literature was reviewed to design a research model. Three types of customer engagement are identified (customer as the information source, customer as the innovative colleague, and customer as innovative) and their correlation with other variables are proposed as the main hypotheses. Ninety Sama Samaneh holding employees and managers were randomly chosen for the descriptive survey method. A questionnaire consisting of seven-level Likert scale closed questions was designed to measure the main variables. Validity and reliability of the questionnaire was measured as very good, and the data was analyzed using SPSS and PLS software. The results show that the proposed model can predict the performance of new products in 80% of the cases. They also show that the nature of customer’s knowledge impacts their type of engagement in developing new products, and the performance of new product development relies on customer’s engagement type.  Manuscript profile

Open Access Article

3 - Evaluating Improvement in Bank Services Management by Customer Knowledge Management and Mobile Banking (Case Study: Mellat Bank)
N. Rezaei-Malek M. Rezaei-Malek R. Tavakkoli-Moghaddam

With the development of the banking industry, many banks in our country are looking to provide differentiated services to clients to increase their market share. For example, the use of mobile technologies, to provide 24 hours banking services and provides a competitive More

With the development of the banking industry, many banks in our country are looking to provide differentiated services to clients to increase their market share. For example, the use of mobile technologies, to provide 24 hours banking services and provides a competitive advantage arises. In addition, the use of customer knowledge management by identifying the basic needs of the customer, improve management and banking services are targeted. On the other hand improving the management of banking services to increase customer satisfaction and loyalty as a result. Hence, this paper investigates the effect of customer knowledge management and mobile banking on improved management of banking services and ultimately increases customer loyalty deals. To achieve this goal, the most effective indicators of customer knowledge management and mobile banking services that increase customer loyalty by interviews with experts and review of the literature were identified. Then, as a community bank with 180 experts was selected. Using simple random sampling (Cochran's formula) was estimated sample size equals 122 experts. The questionnaire was used to collect data, assess the degree of reliability using Cronbach's alpha equal to 0.814 was obtained. In order to evaluate the validity, the reliability factor was used. Bartlett coefficient equal to 0.886 was obtained due to the larger amount of 0.7; the factorial validity of the questionnaire was confirmed. Finally for data analysis, regression methods were used. The results indicate a positive impact of customer knowledge management and mobile banking 50% and fifty percent impact on improving the management of banking services as well as the effect of 64% improvement in banking management to increase customer loyalty. Customer knowledge management and mobile banking as much as 60% and 55% positive impact on customer loyalty rates were reported. According to test results and significant hypothesizes Knowledge Management and Customer Loyalty, Mobile banking is recommended to increase customer loyalty and presented service expected by customers, such as identifying the critical needs of customers and the value they identify key clients and the trust they have placed particular importance for long-term investments. Also, it is highly suggested that Iranian banks should be careful about selecting the proper system for mobile banking and customer knowledge management because of they have special effect on bank service management, and consequently on customer loyalty. Manuscript profile

Open Access Article

4 - Investigating the Factors Affecting the Success of Electronic Communication Management with Customers Considering the Mediator Effects of Customer Orientation
meghdad haji mohammad ali jahromi Maryam Noroozpoor Roodposhti

This research is aimed at modeling the effective factors on the success of electronic communication management with customers in the tose’e ta’avon bank. The present study is a descriptive-survey method in terms of applied purpose and in terms of data collec More

This research is aimed at modeling the effective factors on the success of electronic communication management with customers in the tose’e ta’avon bank. The present study is a descriptive-survey method in terms of applied purpose and in terms of data collection method. The statistical population of this study is the heads, deputies and employees with the history of branches of the Cooperative Development Bank in Tehran. Finally, 115 questionnaires were compiled. The research questionnaire consisted of 30 specialized questions with a 5-point Likert scale. The validity of the questionnaire has been confirmed by the experts in terms of content validity and the validity of the questionnaire has been done with the model of measurement, convergent validity and divergent validity. Also, Cronbach's alpha coefficient was 0.994 and Cronbach's alpha coefficient and the combined reliability of each dimension was greater than 0.7, which indicates the desirability of the questionnaire. To test the research hypotheses, Minimal Squares technique has been used. After analyzing the data, the results show that customer knowledge management, technology and internal marketing have an impact on customer orientation. On the other hand, customer knowledge management, internal marketing, technology, customer orientation and cost management have an impact on the success of electronic communication management with customers. Manuscript profile

Open Access Article

5 - Influence of Customer Knowledge Management in Improvement Relationship with Industrial Customers (Car Parts Maker Based in the Industrial City of Qazvin)
Mohammad Ali Valipour Esmaeil Malek Akhlagh Roghaeh Pourhassan

According to importance of the customer in today's competitive world, especially in industrial marketing, it is necessary that firms understand customers' needs. Nowadays more than before rely on knowledge, with emphasis on knowledge as a key factor of competitiveness i More

According to importance of the customer in today's competitive world, especially in industrial marketing, it is necessary that firms understand customers' needs. Nowadays more than before rely on knowledge, with emphasis on knowledge as a key factor of competitiveness in the global economy; companies seek a key component that customer knowledge is called. Since the customer is a key member to achieve the organization's goals, According to customer knowledge is important. This paper examines the impact of customer knowledge management on improving relationships with industrial customers. Thus, the need to manage customer knowledge faced organization with a challenge For test of the hypotheses was used Spss software. After checking the normality of the data, to test of hypotheses is used to test hypotheses one-sample t-test and binomial test, as well as to prioritize the variables, we used the Friedman test. Manuscript profile

Open Access Article

6 - The Effect of Customer Knowledge Management on organizational Effectiveness Considering the Mediating Role of Organizational Agility (Case Study: Sepah Bank of West Azerbaijan province
kamran Hosseinzadeh. reza rostamzadeh

Background and Objectives: Due to the importance of customers in today's competitive world, service marketing requires companies to have a good understanding of their customers and their needs. The purpose of this study was to investigate the effect of customer knowledg More

Background and Objectives: Due to the importance of customers in today's competitive world, service marketing requires companies to have a good understanding of their customers and their needs. The purpose of this study was to investigate the effect of customer knowledge management on organizational effectiveness considering the mediating role of organizational agility.Method: This research is a descriptive-survey research based on correlation method. The statistical population included all managers and employees of the Sepah Bank in West Azerbaijan province. The data were gathered using a researcher-made questionnaire. The reliability of all variables was in acceptable range. The least squares and PLS-Graph software were used to test the model.Findings: The results showed that customer knowledge management with a path coefficient of 0.35 has a significant effect on organizational effectiveness and organizational agility with a path coefficient of 0.44 has a significant effect on the organizational effectiveness. In addition, the effect of customer knowledge management on organizational agility with a path coefficient of 0.79 was significant.Conclusion: Generally, customer knowledge management as a competitive advantage has an effective role in increasing the effectiveness and realization of organizational goals and creating flexibility. Manuscript profile

Open Access Article

7 - Designing and Validating a Model for Integrating Customer Knowledge Management and Customer Relationship Management with a Competitive Advantage Approach in the Iranian Banking Industry
Saba Heydari Fariz TaheriKia Niloofar Imankhan

Integrating customer knowledge management and customer relationship management may be considered as one of the most important fields of competitive advantage in the third millennium, which is an opportunity to use knowledge-based and customer-oriented manpower, with max More

Integrating customer knowledge management and customer relationship management may be considered as one of the most important fields of competitive advantage in the third millennium, which is an opportunity to use knowledge-based and customer-oriented manpower, with maximum effectiveness in business and value creation for the customer. The study is applied in terms of purpose and a survey description in terms of data collection. The statistical population in number of 1235, which a statistical sample of 293 people has been extracted according to the Morgan sample size determination table. Sampling method is convenience sampling and a questionnaire was used to collect data. In this research, model equations and analyzes have been done by using structural equation modeling through Smart PLS software. The results showed that casual conditions (response of the bank to the external environment, implement international standards and bank social responsibility), contextual conditions (change the approach of the bank's senior management and liberalize and deregulate the government) and intervening conditions (bank empowerment culture and dynamic competition) have a positive and significant impact on integrating customer knowledge management and customer relationship management. Among the proposed strategies integrated marketing, development of technology and modern banking services and strategic alliance have a positive and significant impact on integrating customer knowledge management and customer relationship management but delta model doesn’t have a significant impact. Customer knowledge management and customer relationship management has a positive and significant impact on gaining a competitive advantage for the bank, increasing customer satisfaction and strengthening banking services in society. Manuscript profile

Open Access Article

8 - The Role of Customer Knowledge Management in Creating Competitive Advantage in Small and Medium Enterprises; (Case Study: Companies in Industrial City of Khorramabad)
eliza azadbakht naser khani

CKM is a combination of KM and CRM. The CKM is important to develop the business strategy of the organization and as a result to improve organizational activities and achieve competitive advantage. Nowadays in close competitive conditions, the organizations are followin More

CKM is a combination of KM and CRM. The CKM is important to develop the business strategy of the organization and as a result to improve organizational activities and achieve competitive advantage. Nowadays in close competitive conditions, the organizations are following this concept that '' Implementation of CKM plans can be a factor to cause competitive advantage for them?” So it seems necessary to research on CKM in SME's and its role in competitive advantage. The main aim of this research was to investigate the relationship between customer knowledge management with components gaining customer knowledge, transform customer knowledge, using customer knowledge and support customer knowledge and competitive advantage with components Differentiation and Low Cost in SME's. So in this research, a conceptual model was offered that is a combination of elements of CKM and competitive advantage. The questionnaire was designed and distributed among managers and senior &lrm;staff and &lrm;P.L.S software were used for data analysis. The main hypothesis was confirmed with G.O.F criteria 75%, and from 8research hypothesis 6cases were confirmed and 2cases were not confirmed. The relationship between gaining customer knowledge and transform customer knowledge with cost leadership were not confirmed. The relationship between using customer knowledge, support customer knowledge with cost leadership and gaining customer knowledge, transform customer knowledge, using customer knowledge and support customer knowledge with Differentiation are confirmed. The results of this research can be used to increase customer orientation in organization, the importance of customer in competitive advantage, improve performance of organization and reduce the costs. Manuscript profile

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