Analyzing the Impact of CKM on Business Performance and Innovation through SEM


Journal of Digital Business and International Marketing

Received On : 16 February 2025

Revised On : 20 April 2025

Accepted On : 02 May 2025

Published On : 05 July 2025

Volume 01, Issue 03, 2025

Pages : 175–186


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DOI
https://doi.org/10.64026/JDBIM/2025018
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Abstract

This research aims to examine the links between Innovation Capability (IC), Business Performance (BP), and Customer Knowledge Management (CKM) in the private banking sector of Iran. In a competitive environment, CKM contributes to the increase in customer communication, product development, and organizational performance. Questionnaires were completed by 265 top managers in 35 Iranian private financial institutions, across the following departments: marketing, CRM, innovation, and customer service. By applying Structural Equation Modeling (SEM) via LISREL 8/7, this study explored the direct and indirect impacts of CKM on BP with the mediation of IC. The findings supported the hypothesized direct positive relationship between CKM and BP and its mediation by IC, which, in turn, was positively associated with BP. The mediated moderation effect of CKM through IC was significant at 0.2448, while the total effect of CKM was 0.3948. The goodness of fit of the model was satisfactory (RMSEA = 0.076, CFI = 0.98, GFI = 0.97), and the Sobel test confirmed the intermediary role of IC. Overall, these results imply that CKM plays a crucial role in enabling innovation and enhancing BP, providing guidance for banks on how to harness CKM systems for competitive advantage.

Keywords

Innovation Capability, Customer Knowledge Management, Business Performance, Absorptive Capability, Structural Equation Modeling, Private Banking Sector.

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Balaji Vejju, “Analyzing the Impact of CKM on Business Performance and Innovation through SEM”, Journal of Digital Business and International Marketing, vol.1, no.3, pp. 175–186, July 2025, doi: 10.64026/JDBIM/2025018.

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