Investigating the role of customer-oriented knowledge management on business performance through the mediating role of organizational innovation

Articles in Press

Document Type : Research Paper

Authors

1 Accounting, Humanities, Kurdistan University, Sanandaj, Iran

2 Accounting

10.22034/cbsj.2025.141480.2713

Abstract

The purpose of this research was to investigate the role of customer-oriented knowledge management on business performance through the mediating role of organizational innovation among employees of commercial banks in Sanandaj. Also, the current research, in terms of method and nature, was a descriptive-correlation research of the structural equations type. The statistical population of this research was the employees of commercial banks in Sanandaj city in the first half of 2022. Because this study is based on structural equation modeling, 300 people were selected as the required statistical sample. Also, the sampling method was stratified random. The data collection tool in this research was a questionnaire. In the inferential statistics section, structural equation modeling (SEM) was used to fit the model and test hypotheses, and SPSS23 and PLS3 software were used to perform these tests. The results showed that there was a positive and significant relationship between customer-oriented knowledge management and business performance of bank employees (B=0.403). There was a positive and significant relationship between customer-oriented knowledge management and organizational innovation of bank employees (B=0.845). Also, there was a positive and significant relationship between organizational innovation and business performance of bank employees (B=0.50). Finally, according to the Sobel test, organizational innovation played a mediating role in the relationship between customer-oriented knowledge management and business performance. In addition, this research can help to better understand bank employees to use the knowledge management model to achieve good business performance through organizational innovation.

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Consumer Behavior Studies Journal

Articles in Press, Accepted Manuscript
Available Online from 08 October 2025

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