Customer Knowledge Management in the E-Business Environment: a Survey of MELLAT Banks of Iran

As a competitive advantage and a source of value creation, knowledge management has gain unprecedented attention recently for the organization by researchers and practitioners. The aim of the research is to delve into three stages in appropriate knowledge management in organizations, that is, knowledge acquisition, knowledge process, and knowledge deployment. A conceptual framework has been developed and empirically tested among the managers and senior experts of Mellat Bank of Iran in Tehran city. Results of research reveal that process, Deploy and knowledge acquisition are the main contributing factors in Customer Knowledge Management (CKM). On the other hand there are positive and significant correlations among CKM acquisition deploy and process. In addition based on multiple attribute decision making (MADM) criteria weighting market share, market return and liquidity are the main contributing factors on firm performance.

Keywords:

Customer knowledge management , Mellat Bank , Structural Equation Modeling , Multiple Attribute Decision Making (MADM)