Analysis of the Role of Intellectual Capital Dimensions on Customer Attraction
Authors
Mani Mokhberi
Department of Accounting, Roudsar and Amlash Branch, Islamic Azad University, Roudsar, Iran
Keywords:
Intellectual Capital, Customer Attraction, Government Services, Gilan Province
Abstract
This research explores the role of intellectual capital dimensions—human capital, structural capital, and relational capital—on customer attraction in government counter offices in the East of Gilan Province. The study utilized a quantitative approach, collecting data through a 5-point Likert scale questionnaire administered to a randomly selected sample of 94 respondents. The validity and reliability of the questionnaire were confirmed through expert evaluations and Cronbach's alpha coefficients, respectively. Descriptive statistics revealed a balanced distribution of respondents in terms of gender, age, and education. Hypothesis testing using Spearman correlation and Friedman’s analysis of variance indicated that all three dimensions of intellectual capital positively influence customer attraction, with relational capital having the strongest impact. Based on these findings, practical recommendations were provided for enhancing customer attraction through targeted improvements in human, structural, and relational capital.
