The impact of customer knowledge management on innovation capability and business performance: Evidence from Jordanian financial services

Ali Zahrawi (), Sajeda Khashashneh () and Ahmad Althunibat ()

International Journal of Innovative Research and Scientific Studies, 2025, vol. 8, issue 3, 3886-3898

Abstract: Customer Knowledge Management (CKM) has emerged as a critical strategy for organizations aiming to boost innovation and improve performance in competitive markets. This study examines the impact of CKM on innovation capability and business performance within Jordan’s financial services sector. Specifically, it explores how knowledge from, for, and about customers influences innovation in terms of quality and speed, and the overall business performance. A quantitative approach was adopted, using a structured questionnaire to gather data from decision-makers across banks, insurance companies, and financial firms in Jordan. A total of 170 valid responses were collected and analyzed using Structural Equation Modeling (SEM) to test proposed hypothesized relationships between CKM, innovation capability, and business performance. The findings reveal that CKM plays a significant role in enhancing innovation capability, with innovation quality showing a stronger positive effect on business performance than innovation speed. The study concludes that CKM is a vital enabler of innovation and performance in knowledge-driven industries. Practically, the results suggest that financial organizations should strategically manage customer knowledge to strengthen innovation outcomes and achieve a competitive advantage. Emphasizing high-quality innovation driven by CKM practices can lead to sustained business success in dynamic markets.

Keywords: Business performance; Customer knowledge management; Financial services; Innovation capability; Structural equation modeling. (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
https://ijirss.com/index.php/ijirss/article/view/7401/1566 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:aac:ijirss:v:8:y:2025:i:3:p:3886-3898:id:7401

Access Statistics for this article

International Journal of Innovative Research and Scientific Studies is currently edited by Natalie Jean

More articles in International Journal of Innovative Research and Scientific Studies from Innovative Research Publishing
Bibliographic data for series maintained by Natalie Jean ().