Analyzing Impact of Intellectual Capital on Business Performance Using Structural Models Based on Customer Knowledge Management

Abstract

In the modern era, intellectual capital encompasses all resources within an organization that enhance the value and competence of the organization. Consequently, this indicates that managing intellectual capital effectively will enhance the value and performance of an organization. This study aims to investigate the effects of intellectual capital on business performance through the use of customer knowledge management in the Bank Mellat branches of Iran. In this study, all managers and employees working for Bank Mellat in Tehran are included. Based on Morgan's table, the sample size was 220 people. Sampling was done by the simple random method. We used a descriptive correlation method to conduct this study and a questionnaire was used to collect data. The questionnaires were scored using a Likert scale. It was confirmed by a consensus of experts that the research instrument was valid, and the reliability of the research was 0.894%. Structural equation modeling was used to analyze the data. According to the results, the dimensions of intellectual capital (human, structural, and relational) have a significant impact on business performance. However, relational capital has been more influential on business performance than other factors.