The Role of Customer Knowledge Management on the Professional Ethics of Banks' Loyal Customers
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Abstract: (932 Views) |
Background: Product and service providers cite knowledge management and communication as key competitive factors in the global economy and consider them for successful market presence. The purpose of this study is to analyze the relationship between knowledge management and ethics with customer loyalty in selected banks.
Method: This research was applied and descriptive and correlation methods were used. The statistical population included regular customers of Mellat, Melli, Pasargad and Tejarat Bank branches in Tehran, from which 1000 people were selected as a sample by the available method. The research tool was a questionnaire. The analysis method used in this research is the SEM structural equation model. To analyze the relationship between variables, after collecting data through a questionnaire, AMOS 22 statistical software was used and SPSS 22 software was used to analyze the questionnaire.
Results: According to the research findings, knowledge management and ethics are related to customer loyalty and according to model fit tests, all four banks have a relatively good fit model.
Conclusion: The results show that the categories of knowledge management and management ethics have an important role in creating loyal customers. |
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Keywords: Ethics, Customer knowledge management, Customer loyalty |
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Full-Text [PDF 449 kb]
(386 Downloads)
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Type of Study: Research |
Subject:
Special Received: 2020/01/5 | Accepted: 2020/03/10 | Published: 2022/03/1
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