Title: Customer knowledge and business performance - the moderating role of firm size in Vietnam

Authors: Nguyen Thu Nha Trang; Luu Tien Thuan; Le Thi Thu Trang; Nguyen Thi Phuong Dung

Addresses: Can Tho University, Campus II, 3/2 Street, Ninh Kieu Ward, Can Tho City, Vietnam ' Can Tho University, Campus II, 3/2 Street, Ninh Kieu Ward, Can Tho City, Vietnam ' Can Tho University, Campus II, 3/2 Street, Ninh Kieu Ward, Can Tho City, Vietnam ' Can Tho University, Campus II, 3/2 Street, Ninh Kieu Ward, Can Tho City, Vietnam

Abstract: Organisations are increasingly recognising customer knowledge as a valuable asset that they can utilise to strengthen their competitive strategies. Many scholars have observed that firms can improve business performance by exploiting this knowledge. Hence, the primary objective of this study is to examine the influence of customer knowledge on business performance and the moderating role of firm size in the context of a developing country, Vietnam. A total of 331 employees and managers from various types and sizes of organisations participated in the survey. The research employed Cronbach's alpha, exploratory factor analysis (EFA), confirmatory factor analysis (CFA), structural equation model (SEM), and multi-group analysis methods to achieve the research objectives. The results indicate that customer knowledge dimensions have a significant impact on business performance, and firm size plays a moderating role in the effect. Based on the research results, the managerial implications, further research suggestions, and research limitations will be discussed.

Keywords: customer knowledge; business performance; firm size; moderating; organisations; Vietnam.

DOI: 10.1504/IJECRM.2026.152094

International Journal of Electronic Customer Relationship Management, 2026 Vol.16 No.1, pp.1 - 24

Received: 25 May 2024
Accepted: 11 Jun 2025
Published online: 06 Mar 2026 *

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