The Impact of Strategic Readiness on Strengthening the Relationship between the Organization and the Customer by Mediating Digital Transformation in the Banking Sector: A Perspective on Applying the Zero-Distance Philosophy

Abstract

This research aims to analyze the impact of strategic readiness on strengthening the relationship between the organization and the customer through the mediating role of digital transformation within an applied framework based on the zero-distance philosophy in the banking sector. The study begins with the hypothesis that banks possessing high levels of strategic readiness does not automatically translate into quality customer relationships unless it is translated through effective digital transformations that reduce the temporal, spatial, perceptual, and interactive gaps between the two parties. The study adopted a descriptive-analytical approach, using a questionnaire as the primary data collection tool. The study area was private banks, and the sample consisted of 320 employees. The data were analyzed using SPSS and AMO software to test descriptive statistics and examine the direct and indirect relationships between variables. The main hypothesis is that digital transformation mediates the relationship between strategic readiness and strengthening the relationship between the organization and the customer in the banking sector. The results showed a significant positive impact of strategic readiness on digital transformation. They also indicated that digital transformation plays a mediating role in the impact of strategic readiness on strengthening the relationship between the organization and the customer. The study contributes theoretically to expanding the understanding of the relationship between readiness and digital transformation. Strategy and digital transformation from a zero-distance philosophy perspective highlight the practical importance of banks adopting digital strategies that reduce distances with customers, thereby enhancing relationship quality and achieving a sustainable competitive advantage in a rapidly changing banking environment.