Effect of Customer Knowledge Management and its Dimensions on Service Quality and Customer Satisfaction

With acceleration of business environment changes and the entry of new competitors, banks need to plan their strategies that will differentiate them from another,On the other hand discovering customer's needs and fulfilling their expectations is a key element in customer satisfaction that These can be achieved through the delivery of high service quality. the existing customer knowledge in banks have considered as their important and valuable asset, so customer Knowledge (CK) as a key competitive factor for improving service quality is considered. organizations that use Customer knowledge management (CKM) to increase the quality of its services to clients and they understand the importance of using Customer knowledge management.This study investigates the influence of customer knowledge management dimensions (knowledge about customer, knowledge from customer and knowledge for customer) on Customer Satisfaction and service quality.Data gathering instrument was a standard questionnaire and random sampling method was used. based on the analysis results, the positive influence of customer knowledge management on service quality and customer satisfaction in Mellat& Melli Bank in Tehran and Karaj province is confirmed.