با توجه به تغییرات سریع محیط کسب‌وکار و ورود رقبای جدید، بانکها برای متمایز‌ساختن خود از دیگر رقبا، نیازمند برنامهریزی راهبردی هستند؛ از سوی دیگر بررسی نیازهای مشتریان و تأمین انتظارات آن‌ها عنصر کلیدی در رضایت مشتریان است که این موارد از طریق ارائه کیفیت خدمات برتر به‌دست خواهد آمد. دانش موجود بانک از مشتریان، دارایی ارزشمند و مهمی به‌حساب میآید؛ بنابراین دانش مشتری عاملی کلیدی برای ارتقای کیفیت خدمات در نظر گرفته می‌شود. سازمانهایی که برای افزایش کیفیت خدمات خود از مدیریت دانش مشتری استفاده کردهاند به اهمیت استفاده از مدیریت دانش مشتری پی بردهاند. در پژوهش حاضر، میزان تأثیر ابعاد مدیریت دانش مشتری (دانش درباره مشتری، دانش از مشتری و دانش برای مشتری) بر رضایتمندی و کیفیت خدمات بررسی شده است. ابزار جمع‌آوری داده‌ها در این پژوهش، پرسشنامه استاندارد است و از روش نمونهگیری تصادفی ساده استفاده شده است. بر اساس نتایج، تأثیر مثبت ابعاد مدیریت دانش مشتری بر کیفیت خدمات و رضایت مشتری در «بانک ملت» و «بانک ملّی» استان‌های تهران و البرز تأیید شد.
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