Measuring KMS success: a respecification of the DeLone and McLean's model
Information and Management
Journal of Information Science
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Behaviour & Information Technology
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The Journal of Strategic Information Systems
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HCII'11 Proceedings of the 1st international conference on Human interface and the management of information: interacting with information - Volume Part II
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This paper investigates the factors affecting the Loyal Use of a Knowledge Management System (KMS). Unlike most other types of information systems, the value from using a KMS is temporally disassociated from the instance of use. We developed a model of the factors affecting the Loyal Use of a KMS and used data gathered from 1013 users of a well-established codification-based KMS in a multinational pharmaceutical firm to test the model using LISREL. Perceived Usefulness was found to be the strongest factor influencing Loyal Use. Extrinsic Motivation and perceived Voluntariness were also important but perceived ease of use played only a minor role. The quality of the system and quality of the knowledge were found to be key drivers of Perceived Usefulness.