Developing a Qualitative Model of Modern Banking Service Innovation Based on Customer Knowledge Management
Keywords:
Innovation, Modern Banking, Modern Banking Services, Customer Knowledge ManagementAbstract
The present study aims to develop a qualitative model of modern banking service innovation grounded in customer knowledge management. Given the exploratory and multidimensional nature of the research topic, thematic analysis was employed to identify, interpret, and organize the principal components and dimensions of the proposed model. This method, by emphasizing the extraction of latent conceptual patterns from the scholarly literature, enables the formulation of a coherent, systematic, and evidence-based framework and provides a robust foundation for achieving a deeper understanding of the mechanisms influencing banking service innovation. To collect and select the relevant scientific literature, the Scopus, Web of Science, and Google Scholar databases were utilized. In the initial stage, an extensive search of these databases resulted in the identification of 198 articles. Following a rigorous review of titles, abstracts, and keywords, 32 articles were deemed eligible for coding and qualitative analysis. The data analysis process was conducted using MAXQDA software through systematic coding and theme extraction procedures. The findings of the thematic analysis revealed that the qualitative model of modern banking service innovation based on customer knowledge management is structured around five core elements. These elements include smart technological infrastructures and capabilities, customer knowledge management processes, innovation in the design and delivery of banking services, value co-creation and knowledge-based customer interactions, and environmental dynamics and institutional requirements of banking innovation. The interaction of these elements provides a coherent framework for the development of banking service innovation and can serve as a practical foundation for banking managers and decision-makers in enhancing customer experience, strengthening competitive advantage, and achieving sustainable innovation.
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Copyright (c) 2025 Najmeh Daneshfar (Author); Mehdi Rouholamini (Corresponding author); Azadeh Kiapour, Shiba Masoumi (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
