THE KEY FACTOR INFLUENCING THE USE OF KNOWLEDGE MANAGEMENT SYSTEM (KMS) FROM A SOCIO-TECHNICAL ASPECT USING THE UNIFIED THEORY OF ACCEPTANCE AND USE OF TECHNOLOGY 2 (UTAUT2) MODEL

• Main Author: Yolanda, Anneke
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/83524
• Institution: Institut Teknologi Bandung

In this era of technology, Knowledge Management Systems (KMS) have become essential tools for organizations to manage and leverage the collective knowledge of individuals within the organization. KMS are beneficial for efficiently gathering, storing, and disseminating knowledge, which can subsequently enhance productivity, innovation, and decision-making. KMS are not only used in private companies or state-owned enterprises but are also needed in government institutions to improve employee performance and public services.The West Java Communication and Information Agency, as one of the government institutions in West Java Province, has initiated the use of a Knowledge Management System called Wiki in one of its operational units, the Digital Service Unit, Data and Geospatial Information Management Unit, also known as Jabar Digital Service. The Wiki implemented in the Jabar Digital Service unit, which has 200 employees, is still not well utilized by all employees. The usage rate of the Wiki is still low. This forms the basis and purpose of this study, which is to analyze the factors that influence the acceptance and use of the Knowledge Management System by individuals at Jabar Digital Service as a government institution.Jabar Digital Service is tasked with bridging the digital divide, assisting in efficient and accurate data-based policy-making, and revolutionizing the use of technology in the lives of the community and government in West Java. To support its activities, Jabar Digital Service requires a knowledge management system to achieve its vision. The Wiki implemented by Jabar Digital Service is an open-source product installed on their server and can be developed independently.To enhance the use and development of Wiki at Jabar Digital Service, perspectives from several factors, such as social and technical factors, which are key to the successful implementation of an information technology system, are needed. The social variables used are Innovative Value and Collaborative Value, as Jabar Digital Service has a culture of innovation and collaboration. The technical v variables used are System Quality, Information Quality, and Service Quality, derived from the Information System Success Model (ISSM2). The Unified Theory of Acceptance and Use of Technology 2 (UTAUT 2) is used as the foundational theory to identify the main variables such as Performance Expectancy, Effort Expectancy, Social Influence, and Habit that influence the Behavioral Intention and Use Behavior of the Knowledge Management System. Additionally, from the Wiki database, there is an uneven distribution in the characteristics of Wiki usage. This forms the basis for exploring the effects of moderation variables such as age, gender, experience, and division. This study employs a quantitative approach in data collection and uses a survey questionnaire as the research instrument. The collected respondent data consists of 88 employees of Jabar Digital Service who meet the criteria of actively using Wiki and are over 20 years old, having worked for at least six months at Jabar Digital Service. The survey results are analyzed using the structural equation model – partial least square method with the SmartPLS v4.1.0.2 software The findings of this research reveal that innovative and collaborative values and habits in the organization have a significant influence on behavioral intentions and use of the knowledge management system in the West Java Digital Service Unit and play an important role in decision making regarding the use and application of this technology. Moderating effects such as age, work experience and division are also proven to strengthen the influence of knowledge management system usage factors. The 26 to 30 years old age group has a strong influence on the relationship between habits and intentions to use Wiki in the West Java Digital Service. Employees with work experience of more than 4 years have a strong influence on the relationship between innovative values and Wiki usage behavior. Employees with 2-4 years of work experience have a strong influence on the relationship between collaborative values and Wiki usage behavior. For the moderating effect of division, the relationship between habits and intention to use and the relationship between innovative value and intention to use Wiki are most strongly influenced by the Data division. The relationship between innovative value and Wiki usage behavior is most strongly influenced by the IT Dev division. The relationship between collaborative values and Wiki usage behavior is most strongly influenced by the Implementation division. The relationship between behavioral intentions and behavior in using the Wiki knowledge management system is influenced by the Analysis division. Collaborative values and divisional moderation effects are an update added to the development of the conceptual model, theoretically social values influence the intention to use a knowledge management system. This research can be further explored by looking at managerial support factors and the moderating effect of position or role and within a wider organizational scope in the future. This research provides insights and recommendations for organizations that plan to implement a knowledge management system into their work practices and in this research, it is presented how the implementation of the use of a knowledge management system can be measured.