Knowledge Management Systems Usage Research Articles

Fostering a virtual knowledge sharing community in a Malaysian financial institution

The purpose of this research was to study the set-up process of cultivating a knowledge sharing community in a financial institution comprising of 500 over employees. The areas that were researched were – what major issues can be identified during the set-up phase, the critical success factors, and way-forward plans to sustain this program. This paper proposes in adopting an IS model in implementing a virtual knowledge sharing community. Conforming to a case study approach, the study investigates the outcomes of a 14-month on-going implementation program, encompassing of strategic discussions and multiple workshops in assessing critical knowledge assets and developing techniques in how best to manage explicit and tacit knowledge, amongst knowledge workers. The valuable insights were focused, in particular on KM training for the newly designated ‘KM Stewards’ who were responsible of driving the organisational KM strategic initiatives and the implementation of a KM capability assessment technique that can be adopted in a financial sector. Special emphasis was made in building the skills in intra-organisational cooperation and management engagement for meeting the challenge of ‘capturing’ and codifying tacit knowledge and ultimately the generation of lessons learned and fostering of virtual communities of practice in promoting a new form of ‘collective intelligence’ in the organisation. With practitioners’ experience in adopting an IS model, this paper will highlight the implementation road map for assessing the usage of knowledge management systems, challenges faced by the KM Task Force, action plans and outcomes with the user community. Finally, this article will be able to contribute to the theoretical knowledge on knowledge sharing in the financial sector of domain. The research methodology is discussed, followed by results and a discussion of the results. Finally, conclusion and future research are presented.

Knowledge Management System for Handcrafted Reog Ponorogo Products

Reog is one of the distinctive cultural practices of Ponorogo. Typically, this art is performed in an open space with many entertainers. Reog Ponorogo enthusiasts will primarily purchase trinkets and handicrafts. Numerous artisans in Reog Ponorogo are members of Micro, Small, and Medium-Sized Enterprises (MSMEs). However, because of the global Covid-19 pandemic, Reog Ponorogo artisans have encountered numerous challenges, beginning with the procurement of raw materials, and continuing through the production process and marketing. This even put them out of business with the Reog artisans. A knowledge Management System (KMS) is one of the technologies that can be utilized to surmount the problem under these conditions. Knowledge Management System (KMS) is a centralized database utilized to organize, store, and disseminate organizational knowledge with employees and customers. In this study, the KMS was developed to assist MSME actors in acquiring information and knowledge concerning MSME Products in Reog Ponorogo Handicrafts. Currently, information about Reog Ponorogo is widely available in print and digital media, but it is not governed by a comprehensive information management system. Therefore, building KMS for Reog Ponorogo Handicraft MSMEs is still necessary. In this research, a modified variant of the Knowledge Management System Life Cycle (KMSLC) was used to develop the KMS. This research was conducted in multiple phases, including infrastructure evaluation, team formation, knowledge capture, and KMS design. This study contributes to the creation of a knowledge management system for MSME Reog Ponorogo artisans based on the life cycle of knowledge management systems. This study's findings serve as the basis for the Reog Ponorogo craft knowledge management system. Further research can concentrate on developing the Reog Ponorogo UMKM KMS on Android and iOS mobile phones, enhancing the KMS user interface, and granting both experts and UMKM administrative access to the KMS.

CREATION OF QUESTIONNAIRE KEYWORDS WITH THE CISE METHOD FOR KMS USER SATISFACTION EVALUATION

This study aims to obtain user satisfaction factors for a knowledge management system so that a questionnaire can be made for evaluation or measurement. The SECI method is used with the CISE sequence which consists of four knowledge creation steps, namely C-combination, I-nternalization, S-socialization, and ending E-externalization. The stage begins with literature studies and then modifications are made with the selection, addition, and incorporation of existing models. From understanding and analyzing several models, discussions or brainstorming with colleagues were then carried out so that a final model was obtained to compile a list of keywords and statements as a questionnaire based on indicators related to knowledge management and the satisfaction of knowledge management system users. The results obtained there are eight user satisfaction factors divided into technical aspects (knowledge quality, knowledge sharing, system quality, service quality) and social aspects (management support, system use, perceived usefulness, user attribute). Five attributes were obtained from each of these factors as keywords resulting in 40 questionnaire statements. It can be concluded that the factors of user satisfaction knowledge management system can be built from the satisfaction of information system users in general by adding distinctive factors including the creation, transfer, and documentation of knowledge.

LINKING THE USE OF KNOWLEDGE MANAGEMENT SYSTEMS AND EMPLOYEE CREATIVE PERFORMANCE: THE INFLUENCE OF CREATIVE PROCESS ENGAGEMENT AND MOTIVATION

Although prior studies have examined the positive direct effect of using knowledge management systems (KMS) on firm performance, scholars have devoted scant attention to their impact on creative performance at the employee level even though individuals primarily provide creative outputs. To investigate the impact of using KMS on employee creative performance and help clarify the relevant contingencies that positively affect this relationship, the authors develop a theoretical model that links KMS usage with intrinsic and extrinsic motivation and creative process engagement and explore their contribution to employee creative performance. Using data from an online survey of 528 employees, the empirical results show that KMS usage raises employee creative performance. Moreover, intrinsic and extrinsic motivation and creative process engagement increase employee creative performance. However, the authors find no positive moderating impact of intrinsic and extrinsic motivation or creative process engagement on the KMS usage-employee creative performance relationship.

Literature Review Process:Measuring the Effective Usage of Knowledge Management Systems in Customer Support Organizations

Customer support organizations cannot be successful without a knowledge management system. The customer support world will come to a standstill without these wonderful knowledge management systems. Hence knowledge management systems are backbone to any customer support organizations.In order for the customer support to function smoothly, the relationship with knowledge management systems should be mutual.Therefore, measuring the effective usage of knowledge system is necessary to understand their demand in customer support organizations. This study aims to conduct a literature review processas a starting point to understand the variables associated with knowledge management system. This process is necessary to conduct the actual research. Initial idea of the research problem and conceptual framework is discussed in introduction section. Detailed literature review for sixteen research papers is explained in review of literature. This section starts with each independent variable and its corresponding research paper. Each research’s literature review process is explained as research problem (what, so what, because why, goal), data collection and analysis, results, conclusions, supporting studies, limitations, implications, and impact. Finally, it is explained how the problem was revisited. Future research is to implement this research idea with the proposed methodology.

Knowledge management system implementation success: A social capital perspective

BACKGROUND: Organizations develop knowledge management (KM) strategies with the intention to leverage knowledge across all functional areas. A knowledge management system (KMS) is used to facilitate KM processes such as the creation, storage, and application of knowledge. However, mere adoption and deployment of KMS do not warrant its effective use to facilitate knowledge-sharing efforts. OBJECTIVE: This study investigates the facilitative role of social capital in the use of KMS by considering three social capital dimensions –cognitive (i.e., shared norms), relational (i.e., trust), and structural (i.e., social connectedness). METHODS: A case study strategy was used for this study. A mixed approach of qualitative and quantitative techniques was used to obtain relevant data for analysis. Instruments used to collect the data were semi-structured interviews and questionnaires. Documents regarding social policy, shared values, and shared goals were also obtained for triangulation purposes. A total of 15 respondents were interviewed while 73 respondents participated in the survey. A simple random sampling technique was used to select the participants and the survey data were analyzed using Pearson’s correlation, factor analysis, and multiple regression analysis. RESULTS: The study found that each of the three dimensions of social capital has a positive and significant relationship with the use of KMS. Specifically, shared norms (i.e., cognitive social capital), trust (i.e., relational social capital), and strong connectedness (i.e., structural social capital) were good predictors of employees’ use of KMS while user attitude and perceived usefulness mediate social capital dimensions in terms of KMS usage for knowledge exchange or transfer in the organization. CONCLUSIONS: The application of social capital theory to KMS context should be a very important consideration by both researchers and practitioners due to the socio-technical nature of KMS and the need to recognize social capital as a mechanism for inducement and opportunity to promote KMS usage for successful knowledge sharing.

Why People Keep Using Knowledge Management Systems: A Causal Analysis of Continuance Behavior

This study examines the factors that cause a person to become a continuous user of a knowledge management system by examining continuance behavior. Continuance behavior is the decision to continue using a product after initial use. The data for this study were obtained using an online survey. The results were analyzed using partial least squares structural equation modeling. Six main hypotheses were developed which resulted in the evaluation of fourteen hypotheses. The results show that the technological features of a knowledge management system positively influence a user’s evaluation with limited influence from the system’s community features. The results produced a 58% coefficient of determination for knowledge management systems continuance intention and 37% for knowledge management systems continuance behavior. This investigation serves as a foundation for further research on the continuance usage of knowledge management systems. It addresses the needs of practitioners by examining which conditions they can manage to increase the purposeful use of their organizations’ knowledge management systems. The study also addresses the needs of academia by expanding the literature on continuance behavior of knowledge management systems.

Pathways to individual performance: Examining the interplay between knowledge bases and repository kms use

The aims of this study are to gain further insight into the contingent performance effects of repository knowledge management systems (KMS) use. While prior research has laid the foundations, a nuanced understanding of the interplay between the individual's personal and social knowledge bases and KMS usage behaviors is missing. Drawing from prior information systems literature, we identify two components of KMS use, usage frequency and usage intensity. We examine the influence of knowledge bases on individual performance, and the moderating influence of the usage behaviors. We test the hypothesized research model on usage and performance data from 18,219 real estate agents. We find support for different pathways to individual performance based on configurations of knowledge bases and usage behavior. Overall, the study provides an integrated view of the interplay between the three constituents of technology-based learning – cognition, behavior, and performance.

Knowledge management systems usage: application of diffusion of innovation theory

Purpose The purpose of this study is to investigate the influence of technological antecedents on the usage of decision makers for the implemented knowledge management system (KMS) amongst Jordanian banks. This study extends the investigation by assessing the influence of knowledge or information quality on KMS usage. This study aims to assess whether knowledge or information quality is significantly correlated to system compatibility, relative advantage and complexity (technological antecedents). Design/methodology/approach The study model was developed by using Rogers’ diffusion of innovation (DOI) theory, on which seven hypotheses were developed. To examine these research hypotheses, a self-administered questionnaire was carried out with 341 decision makers who are using the KMS to perform their job-related activities. Structural equation modelling analysis of moment structures software was used for data analysis. Findings The findings revealed that decision makers usage of the implemented KMS’s is affected significantly by relative advantages, system complexity and knowledge quality, but not system compatibility. Moreover, the findings showed that knowledge quality is significantly correlated with DOI technological antecedents. Practical implications Bank managements are now in a better position to understand what kind of resources and supports are needed to achieve the maximum pay-off from KMS usage within their banks. This study has proved that it is not sufficient for Jordanian banks to focus solely on the system quality; they must also take the quality of knowledge or information (system output) as a critical factor that can affect their investments in KMS’s. Originality/value This study is one of the limited conducted studies to investigate the importance of KMS usage and related antecedents in the Arab world; particularly, in the context of the Jordanian banking sector. The findings of this study have contributed to the Jordanian financial sector for its vital evaluation of the KMS actual usage behaviour. Findings can be used by the Jordanian ministry of finance to improve the understanding of the factors influencing KMS usage in the financial sector. This study has contributed to reducing the gap of DOI literature amongst developed and developing countries, particularly in the Jordanian context.

Repository KMS Use and Work Group Performance: The Contingent Role of Group Composition

Previous research has only recently begun to examine the effects of knowledge management system (KMS) usage on work group outcomes. As a result, little is known about the conditions under which the usage of repository KMS increases group performance. In response to this gap, this study examines the contingencies of group composition. We conceptualize repository KMS usage as a learning mechanism that positively impacts group performance. Further, we identify group size, knowledge heterogeneity, and membership change as aspects of group composition which moderate this relationship. We analyzed a unique dataset composed of objective measures of repository KMS usage and sales commissions of 3,092 work groups within a large franchise company. The results indicate that repository KMS usage has an overall positive effect on group performance. This impact is diminished for groups with a greater number of members, with greater knowledge heterogeneity, and with greater membership change. Our results suggest that the implementation of technology alone is not sufficient to generate value for groups. Instead, close attention should also be paid to barriers which inhibit group learning.

Antecedents and consequences of knowledge management systems usage in Jordanian banking sector

The purpose of this paper is to provide an empirical understanding for the antecedents and consequences of knowledge management system (KMS) usage among decision makers in Jordanian banks. The model of this paper was developed through extending the diffusion of innovation (DOI) along with information system (IS) success model, on which eight hypotheses are developed. In total, 341 usable questionnaires were used for further analysis. Structural equation modeling was used to analyze and test the developed hypotheses. The findings showed that system compatibility and complexity (technological antecedents) and top management support and trust (organizational antecedents) are significantly affecting the KMS usage. As well as, results showed that decision‐making effectiveness along with user satisfaction are considered as key consequences for KMS usage. Furthermore, the findings of this study indicated that user satisfaction significantly mediates the relationship between KMS usage and decision‐making effectiveness. Practically, this paper offers an empirical paradigm for the significance of KMS and effective usage. This paper provides the essential required guidelines for decision makers who are using the KMS's in order to strengthen their job performance, particularly decision‐making context. Theoretically, results of this paper were based on the utilization of two important theoretical models (DOI and IS success) into one integrated model. At the individual level, this study opens the window to the new proposed model to be utilized in the future research of KMS usage.

The impact of knowledge management system quality on the usage continuity and recommendation intention

This study aimed to examine the influence of knowledge management system (KMS) quality on users’ continuance intention. The research model was developed by integrating the concept of DeLone and McLean’s information systems (IS) success model with the expectation confirmation model. To examine the developed model, a survey was conducted with 131 respondents from three companies that had implemented a KMS. The data were analyzed using the partial least square (PLS) method. The study demonstrated that both system quality and information/knowledge quality influence all the factors that drive the continuance intention regarding KMS usage, namely perceived usefulness, satisfaction, and trust. Moreover, satisfaction proved to have an impact on users’ recommendation intention concerning the KMS. Therefore, companies should improve the KMS quality in order to drive employees to continuously use the KMS and recommend it to others.

The importance of knowledge management systems for service industry companies operating locally and internationally

This article aims to analyze the role of knowledge management systems (KMS) in knowledge processes taking place in particular types of service industry companies operating in Poland and checks the importance of these tools for such firms’ competitiveness in the current globalized world. This study distinguishes among companies that operate only locally (in Poland), and those that are on particular levels of internationalization process. This article is based on quantitative research in which 381 service industry firms were examined. The analysis show relatively large differences in the intensity of KMS usage among particular groups of service industry companies. These tools are especially intensively used by information technology (IT) and telecommunication as well as transport companies, and, in turn, less intensively by real estate as well as hotel and restaurant enterprises. Analysis has also shown that intensity of KMS usage among firms on any level of internationalization is considerably higher than among those operating locally. However, the most important finding is that intensive use of KMS in service companies is associated with being more competitive than those using KMS less intensely, and this difference is statistically significant.

A psychological empowerment approach to online knowledge sharing

The success of a knowledge management system (KMS) depends on knowledge sharing. Previous research has claimed that motivational factors can facilitate successful knowledge sharing as a proactive behavior. However, little research has examined what motivators lead to proactive knowledge sharing. By integrating a psychological empowerment perspective with job characteristics theory, this study examines the role of KMS user empowerment, as a specific type of psychological empowerment, in motivating this proactivity to explain employee knowledge-sharing behavior (i.e., contribution and seeking). The findings explain that KMS user empowerment is significantly associated with knowledge sharing, and the work environment (job significance, job autonomy, ease of KMS use, and KMS usefulness) enhances KMS user empowerment. This study contributes to KM research by introducing the concept of KMS user empowerment and demonstrating its role in regulating the proactive knowledge sharing. It also helps managers to promote knowledge sharing among employees in the context of KMS use.

Enhancing knowledge sharing intention through the satisfactory context of continual service of knowledge management systems

Purpose The purpose of this paper is to show how continual enhancement of knowledge management systems (KMSs) enhances knowledge sharing intention. Design/methodology/approach This study integrates information system (IS) success with social cognitive theory (SCT) to explain knowledge sharing intention. Based on a survey of 276 KMS users in Taiwan’s information technology industry, the structural equation model has been applied to examine the influence process from a user satisfactory context to personal cognitive beliefs, and thus knowledge sharing intention. Findings The results indicate that the user satisfactory context stimulated by continual KMS enhancement increases knowledge sharing intention through the mediation of personal cognition of self-efficacy and outcome expectancy. Practical implications The results have empirical implications for learning how to motivate developers’ patience and passion for follow-up improvements to meet user expectations empathically, which has been emphasized for service provision. Originality/value The originality of this research is its explanation of system adoption behavior, which combines the core of IS success with SCT, links user satisfaction to intention to use, and concerns behavior within a specific context.

Determinants of knowledge management systems success in the banking industry

Purpose– This study aims to examine the impact from technical and social aspects on knowledge management system (KMS) success. Moreover, this study also attempts to examine the interrelationships between KMS success and user satisfaction.Design/methodology/approach– A questionnaire survey was used to collect data from the commercial bank officers to test the proposed KMS success model. All the measurement scales adopted in this study were adopted from the existing literature. The data collected in this study were analysed using both SPSS and structural equation modelling approach via AMOS.Findings– The research results indicate that both technical (knowledge quality, system quality and service quality) and social factors (user trust and management support) play a significant and positive role in system user satisfaction. The results also show that user satisfaction have a direct influence on the success of KMS and vice versa.Originality/value– This study is one of the few studies on KMS which include both the technical and social perspectives in examining KMS success. This research study raises the importance of social factors, which have been earlier neglected by many studies on KMS success models. Moreover, the interrelationships relationship between KMS success and user satisfaction also been examined in this study.

Knowledge management: an empirical analysis of reuse and productivity

This paper investigates the reuse of knowledge using real-world data gathered by a large information technology firm for internal purposes. Researchers have proposed that one reason that knowledge management system users contribute knowledge is because they are ‘similar’ to others. This data allows analysis of that issue based on geographic and functional organisation units. Other researchers have suggested that organisations ‘probably’ use the number of times a document has been accessed (‘number of accesses’) as a quantitative measure in knowledge management systems. The data substantiates that claim and investigates the relationship between the number of authors and the number of times a document has been accessed. Finally, researchers have suggested that the primary reason for development of knowledge management systems is to improve productivity. This research investigates the extent to which knowledge contributions are related to relevance, leveraging knowledge and gains in productivity.

Ontology-oriented user clustering based on the history of interaction between user and knowledge management system

Knowledge management is a combination of the processes which manage creation, extraction, processing, utilization, and distribution of knowledge in a certain domain. The knowledge management system is a complex of the procedures which realize these processes. Ontologies are widely used today for the knowledge representation both in Russia and abroad. A part of any system interacting with user is a possibility to personify the information and knowledge flow between the system and the user. A method of ontology-oriented clustering for grouping knowledge management system users based on their preferences is proposed. Such grouping makes it possible to reveal common preferences of user groups and to adapt the information and knowledge flow based on these preferences.

An empirical test of a contingency model of KMS effectiveness

This article presents a contingency model of knowledge management system (KMS) effectiveness and reports the results of its empirical test. The conceptual model was developed to include the components of KMS perceptions and usage (as indicators of adoption) and its antecedents and consequences. The model was tested in the context of individual decision making. Data were collected by a survey of 372 knowledge workers across a variety of Turkish industry sectors and were analysed through structural equation modelling. The results provide fairly good empirical support for the proposed theoretical model when using approximate fit measures. The results suggest that system sophistication and knowledge worker self-efficacy, but not decision task complexity, influence the perceived benefits and usage of the system, which in turn affect net benefits in terms of knowledge and performance (individual and organisational).

Knowledge Management: An Empirical Analysis of Reuse and Productivity

This paper investigates the reuse of knowledge using real-world data gathered by a large information technology firm for internal purposes. Researchers have proposed that one reason that knowledge management system users contribute knowledge is because they are similar to others. This data allows analysis of that issue based on geographic location and functional business organization units. Other researchers have suggested that organizations probably use number of times a document has been accessed (number of accesses) as a quantitative measure in knowledge management systems. The data substantiates that claim and investigates the relationship between the number of authors and the number of times a document has been accessed. Finally, researchers have suggested that the primary reason for development of knowledge management systems is to improve productivity. This research investigates the extent to which knowledge contributions are related to relevance, leveraging knowledge and gains in productivity.