Investigating the effectiveness and benefits of knowledge management tools in managing customer knowledge

Abstract

Competitive challenges among companies have compelled them to focus on innovation, customer satisfaction, knowledge management and how they can exploit customer knowledge through the use of knowledge management tools to remain competitive and maximize their profit. Science of Communications Berhad (SCICOM) is one of the largest Business Process Outsourcing Companies in Malaysia that has invested a lot in the area knowledge management and adopted this strategy of efficient exploitation of customer knowledge through the use of knowledge management tools to support the business processes of Large companies like Singapore Telecommunications Company (SingTel), Air Asia, Nokai, McDonald, Asro, e.t.c Although Science of Communication (SCICOM) employees have been using knowledge management tools, it is not yet known empirically how the employees perceived the tools and the level of effectiveness and benefits accruing from the use of the tools. Although, few studies have been carried out, none of them focused on these dimensions in the organization. Therefore, the study examined the perception of SCICOM staff on the effectiveness and benefits of using knowledge Management tools in managing customer knowledge. Stratified random sampling technique was used and a total of 169 questionnaires was distributed to the staff. The employees involved were from the technical help desk, Fiber general enquiry, Learning and development and Air Asia departments of SCICOM. The results showed that perceived ease of use (PEOU), perceived usefulness (PU), and attitude (ATT) have significant and positive influence on behavioral Intention (BI) towards knowledge management tools usage. In addition, perceived ease of use (PEOU) and perceived usefulness (PU) also have significant and positive influence on attitude (ATT). Furthermore, behavioral Intention (BI) and attitude (ATT) were found to show positive influence on system use and lastly, system use also indicated positive influence on benefit derived from knowledge management tools.