Journal of Business Management

Journal of Business Management

A model of gaining customer loyalty through Customer Knowledge Management in banking industry of Iran (Private Banks)

Authors
Mohammad Moosakhani
Mohammad Haghighi
Samaneh Torkzadeh
10.22059/jibm.2012.29188
Abstract
According to the Importance of customer in competitive environment, especially in banking industry, regarding that the cost of catching (attracting) new customers is several times higher than the cost of keep customer loyal to organization, cause that examining ways of becoming loyal customer to product (goods/ services) has high preference in market research. This research, shows that we can catch loyalty through customer knowledge. The Concentration of private banks on five main elements in this research model, can help them having loyal customers. In order to reach that the model was based on the literature review and data were collected through questionnaire and has been analyzed with structural modeling and Lisrel software.
Keywords
Customer Knowledge
Customer Loyalty
Customer Value
Journal of Business Management
Volume 4, Issue 2 - Serial Number 12
Summer 2012
Pages 147-164