Customer Knowledge Management and Organization's Effectiveness: Explaining the Mediator Role of Organizational Agility

This research aims to study the effect of customer knowledge management on organizational agility and effectiveness. In terms of purpose, this is an “applied” research and Due to the nature of the research, the data-collection method is “descriptive survey”. The statistical population of this research includes 130 employees of private banks in Sirjan. The sample size was estimated 97 people by using Krejcie & Morgan Table (1970) and cluster sampling method was used. Data collection tool is closed questionnaire with Likert's five-option spectrum. Therefore, 105 questionnaires were distributed and collected and 97 valid questionnaires were analyzed. Content validity was used to determine the validity, Cronbach's alpha was used to determine the reliability, and the coefficients for components were more than 0.7. To test hypotheses structural equation modeling using SmartPLS 3 software was used to test hypotheses. The results showed that customer knowledge management impact on organizational agility and organizational effectiveness and customer knowledge management through organizational agility has significant positive impact on organizational effectiveness. Finally, some practical suggestions, future research suggestions and research limitations are presented.