Developing an Instrument for Measuring User Satisfaction with Knowledge Management Systems

Authors:
Chorng-Shyong Ong;Jung-Yu Lai
Affiliations:
-;-
Venue:
HICSS '04 Proceedings of the Proceedings of the 37th Annual Hawaii International Conference on System Sciences (HICSS'04) - Track 8 - Volume 8
Year:
2004

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Abstract

The shift from a product-based to a knowledge-based economy results in an increased demand for knowledge workers who are capable of higher-order thinking and reasoning to solve intricate problems in the work place. This requires organizations to introduce knowledgemanagement systems (KMS) to employees. The purpose of this paper is to develop a validated instrument, which argues that current models and instruments are not fully applicable for evaluating user satisfaction with knowledge management systems. Based on a survey of 120 in Taiwan suggests a 21-item instrument that measures five dimensions of user satisfaction with knowledge management systems (USKMS) is well-validated. The instrument and comprehensive model proposed in this paper would be valuable to researchers and practitioners interested in designing, implementing, and managing knowledge management systems.