Title: Improving decision for banking to support customer knowledge retention: a quantitative study in Jordanian banking sector

Authors: Samer Alhawari

Addresses: The World Islamic Sciences and Education University, Sport City - P.O.BOX 962712, Amman 11196, Jordan

Abstract: This paper examines how Jordanian banks apply the Customer Knowledge (CK) process to support Customer Knowledge Retention (CKR). The empirical study was built using a simple random sampling method that was used to select the respondents of the survey for this study. One hundred sixty-five questionnaires were administered to respondents chosen from six Jordanian Banking Sectors. The results showed that the seven selected factors have significant impact on CKR. On the other hand, the inspection of CK and the validation of CK are not significant impact on CKR in the Banking Sector. For this reason, the results provide practical confirmation supporting the proposed relationships among the CK processes to support CKR. Consequently, the empirical findings will certainly help both researchers and practitioners in future CK processes and CKR research. The paper presents an explanation on how CK processes helps to develop CKR capability and moreover finds empirical evidence supporting such a relationship.

Keywords: CKR; customer knowledge retention; KM; knowledge management; decision making; banking industry; Jordan.

DOI: 10.1504/IJECRM.2014.066889

International Journal of Electronic Customer Relationship Management, 2014 Vol.8 No.1/2/3, pp.119 - 135

Accepted: 16 Nov 2014
Published online: 13 Jan 2015 *

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