Banka çalışanlarının bakış açısıyla örgütsel zekâ ile müşteri memnuniyeti arasındaki ilişkinin incelenmesi

In the rapidly evolving and competitive landscape of the banking industry, customer satisfaction is a critical determinant of organizational success. This study examines the relationship between organizational intelligence (OI) and customer satisfaction (CS) from the perspective of Ziraat Bank employees in Istanbul. OI is defined as an organization's ability to gather, process, and apply knowledge to adapt effectively to environmental demands, and it is widely regarded as a driver of service quality and customer experience. Using a descriptive and correlational research design, data were collected from 40 frontline employees through the Albrecht Standard Questionnaire and a custom-designed customer satisfaction questionnaire. The overall relationship between OI and CS was negative but not statistically significant (r = –0.28, p = 0.081), indicating that higher OI scores did not necessarily correspond to higher CS ratings. However, when examining OI components, a meaningful and statistically significant positive relationship was found between Knowledge Deployment (KD) and CS (r = 0.60, p < 0.05), suggesting that efficient use of organizational knowledge strongly contributes to improved customer satisfaction. Other components, including Strategic Foresight, Shared Fate, and Alignment and Congruence, did not demonstrate significant associations with CS. These findings align partially with previous research, such as Hosseini et al. (2016), which highlighted the role of knowledge management in enhancing customer experiences. The results underscore the importance of targeted improvement in specific OI dimensions, particularly KD, to foster stronger customer satisfaction in the banking sector.