Determinants of knowledge management systems success in the banking industry

Cham, Tat Huei and Lim, Yet Mee and Cheng, Boon Liat * and Lee, T. H. (2016) Determinants of knowledge management systems success in the banking industry. VINE Journal of Information and Knowledge Management Systems, 46 (1). pp. 2-20. ISSN 2059-5891

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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.

Item Type: Article
Uncontrolled Keywords: Applied knowledge management; knowledge management success factors; KM
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HF Commerce
Divisions: Others > Non Sunway Academics
Sunway University > Sunway University Business School > Dept. Marketing
Depositing User: Dr Janaki Sinnasamy
Related URLs:
Date Deposited: 02 Dec 2021 03:48
Last Modified: 02 Dec 2021 03:48

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