Research On Customer Knowledge Absorptive Capacity Of Commercial Banks

21century is the age of the knowledge economy, the competition of commercialbanks increasing fiercely, the key factors of bank’s competitive advantage, was thetraditional institutional networks quantity and deposit scale,but today is development ofcustomer knowledge, innovation and effective use of degree. In order to cope with therapidly growing changing environment, commercial banks need to absorb all respects ofthe knowledge, but only customer knowledge is the source of core competence, becauseapart from the customer, the bank can’t survive, only by acquiring the customerknowledge for high value rapidly and effectively, after digestion and transformation,then using it in products and services provides improvement can make the banks and thecustomers create a more stable relationships, and also become the source of profits forbanks. Background of knowledge economy, customer knowledge become the key to thesurvival and development of commercial banks, and customer knowledge absorptivecapacity is the powerful guarantee of obtaining competitive advantage for commercialbanks. Therefore this paper will do a study on customer knowledge absorptive capacityof commercial banks, in order to enrich the theory and methods of absorptive ability andput forward some suggestions for commercial bank’s development.At first, from the point of view of bionics, this paper draws an analogy toknowledge absorption and body’s digestive absorption from the basis of predecessor’sresearch. It does a detailed analysis on knowledge absorptive capacity, and raises up theconcept of knowledge eliminative capacity, constructs the dynamic model of absorptiveability, and also discusses the influence factors of absorptive capacity in detail. On thisbasis, this paper then expands the content of commercial banks’ customer knowledge,and defines commercial banks’ customer knowledge absorptive ability.This paper does an analysis on the influence factors of customer knowledgeabsorptive capacity. Then obtains data through the questionnaire, carries out anempirical study on influence factors by using the method of multivariate statisticalanalysis.And then,this paper constructs the evaluation index system of commercialbank’s customer knowledge absorptive ability. It ranks first level indexes and secondlevel indexes by using the method of Consistent Fuzzy Preference Relations.Finally, theresearch provides proposals for improving bank’s customer knowledge absorptive capacity from the point of bionics and the influence factors, as well as evaluation.