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Knowledge Management Effect on Customer Experience by Mediation of Strategic Leadership in Private Banks in Ethiopia
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Author(s): Dereje Dinsa Negeri (Bule Hora University, Ethiopia), Shashi Kant (Bule Hora University, Ethiopia)and Admassu Tesso Huluka (Ethiopian Civil Service University, Ethiopia)
Copyright: 2025
Pages: 24
Source title:
Demystifying Emotion AI, Robotics AI, and Sentiment Analysis in Customer Relationship Management
Source Author(s)/Editor(s): Fazla Rabby (Stanford Institute of Management and Technology, Australia), Nasim Ahmed (The University of Sydney, Australia), Amandeep Sehmi (Canterbury Institute of Management, Australia), Rohit Bansal (Rockford College, Sydney, Australia)and Nishita Pruthi (Asian School of Business, India)
DOI: 10.4018/979-8-3373-1867-7.ch006
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Abstract
The objective of this paper is to investigate how management of knowledge, strategic leadership, and experience of bank user interact inside Ethiopian private banks, so addressing the difficulty of raising bank user gratification by means of efficient leadership and knowledge application. The investigation uses a quantitative analysis using structural equation modeling to evaluate the associations among the variables. The main conclusions manifest that management of knowledge has a major influence on both strategic leadership and experience of bank user, with strategic leadership acting as a critical bridge among the two. Strong direct and indirect influences are manifested by the analysis, underscoring the associations among these constructs. These outcomes imply that augmenting management of knowledge procedures and cultivating strong strategic leadership can substantially augment the banking industry's experience of bank user.
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