A Social and Technical Investigation of Knowledge Utilization from a Repository Knowledge Management System

Abstract

The need for developing countries to empower themselves through knowledge management cannot be underestimated. Knowledge utilization is the process where the benefits of knowledge management systems (KMS) are actually realized. This study investigated the effects of knowledge quality, system level, system form, service quality, management support, knowledge trust and rewards policy on knowledge utilization behavior, and the benefits of knowledge utilization from a repository KMS in an Omani organization. Findings suggested that determinants of knowledge utilization were not related to system technical characteristics or information technology service quality; they were related to knowledge quality, management support, knowledge trust, and rewards policy. Results also suggested that knowledge utilization results in individual benefits. Findings implied to practitioners that the development of high-level KMS does not guarantee their success. Organizations need to establish a knowledge-oriented culture and develop standards that ensure high knowledge quality to promote KMS and knowledge utilization behavior.