Determinants of knowledge management systems success in public sector: a case of Malaysian public sectors

• Main Author: Musyazid Bin Md Mustaffa, Mr.
• Format: text::Thesis
• Language: English
• Published: 2023
• Subjects: A case of Malaysian public sectors
• Institution: Universiti Tenaga Nasional

The emerging trend in knowledge-based economy has led organizations to focus on knowledge as an organizational asset that creates competitive advantage. While business organizations have been involved in formal knowledge management (KM) practices over the years, public sector are still at nascent stage. Public sector is lacking of guidance in implementing successful knowledge management systems, and this study may shed light on factors that determine the success of knowledge management systems (KMS). This study aims to identify the determinants of knowledge management systems in public sector and by considering both system and organizational factors. This study adopts the theory of information systems (IS) success by DeLone and McLean (2003), modifies and extends the model to suit the public sector context. The organizational factors are culture of sharing, perceived trust, leadership and incentive while system factors are knowledge content quality and KM systems quality. Perceived usefulness of KMS and user satisfaction are system factors regarding user perceptions of the system overall. KMS use is used as the outcome variable. The KMS success model for public sector was tested by collecting data obtained from 158 respondents using a quantitative, cross-sectional survey involving the number of employees in Malaysian Public Sectors including federal and semi government (located in Wilayah Persekutuan Putrajaya and Klang Valley), and state government. Data was tested and validated using a structural equation modeling approach using partial least squares. The model explained 63 percent of variance in KMS use suggesting an acceptable model fit. The results show that knowledge content quality had a higher significant impact than KM systems quality on KMS use with regards to the specific systems aspects while perceived usefulness was found to have a higher significant influence than user satisfaction on KMS use from user perceptions of the system overall. Of the organizational factors, leadership was the most significant factors for knowledge management systems success in public sector. However, culture of sharing, perceived trust, and incentive did not significantly influence on KMS use. Thus, the findings of the present study suggest that both system and organizational factors affect KMS use in public sector, with organizational factors having stronger impact than system factors. Public sector organizations should use the determinants found in this study to provide strategies for successful KMS implementation in public sector.