Analysis of technical constraints affecting users’ dissatisfaction with knowledge management systems

چکیده مقاله

To take advantage of the benefits of knowledge management systems, many organizations use this system as a systematic method for the application of information technology in knowledge management to increase their competitive power and efficiency. However, there are constraints in reaching these systems goals leading to failure in making full use of potential benefits of these systems. The present article identifies the constraints affecting users’ dissatisfaction through a survey study focused on the organizations taking advantage of this system. These factors are classified to three categories of system quality constraints, knowledge quality constraints and service quality constraints and conceptual model of the research is presented. A questionnaire was used to collect data on the structural model and then, data analysis was performed using Warp PLS software. The results indicate that knowledge quality was statistically the most significant factor and service quality and system quality were the second and third important factors that affect user dissatisfaction, respectively.

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