Title: Examining the relationship between system quality, knowledge quality and user satisfaction in the success of knowledge management system: an empirical study

Authors: J. Prince Vijai

Addresses: Department of Operations and Information Technology, ICFAI Business School, IFHE University, Hyderabad, 501203, India

Abstract: Measuring and understanding the success of knowledge management system within an organisation has been identified as one of the key challenges for information system managers. The success, typically, is measured at user-level in terms of user satisfaction that mainly depends on system quality and knowledge quality. The objective is to examine the strength and significance of relationship between system quality, knowledge quality and user satisfaction. Halawi et al. (2007) scale was used to operationalise system quality, knowledge quality and user satisfaction. A self-administered questionnaire survey was conducted in a selected knowledge-based organisation's employees who were working in the domain of banking and financial services. Factor analysis, correlation analysis and regression analysis were used to examine the underlying study model. The findings, interestingly, had provided positive but moderate relationship between system quality, knowledge quality and user satisfaction. Managerial implications, limitations and scope for further research are also discussed.

Keywords: knowledge management system; user satisfaction; system quality; knowledge quality; factor analysis; regression analysis.

DOI: 10.1504/IJKMS.2018.094211

International Journal of Knowledge Management Studies, 2018 Vol.9 No.3, pp.203 - 221

Accepted: 08 Oct 2017
Published online: 22 Aug 2018 *

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