Knowledge Management System Usage, User Satisfaction And Decision Making Effectiveness In Jordanian Banks


Okour, Mohammad Khaleel (2018) Knowledge Management System Usage, User Satisfaction And Decision Making Effectiveness In Jordanian Banks. PhD thesis, Multimedia University.

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The banking sector is one of the key investors in Knowledge Management Systems (KMS). In developed countries, there is a sufficient understanding of the importance of using the KMS in the banking sector. However, awhollyopposite situation exists in developing countries, particularly the Jordanian banking sector. The actual usage level of KMS in Jordanian banks is currently unknown. KMS has no significant value, if not placed in the usage stage. Therefore, the understanding of KMS usage is to a large extent determined by the understanding of potential antecedents (technological and organisational) and consequences of such usage behaviour, as proposed in this thesis. Further, this study aimed at attesting to the mediating influence of users‘ satisfaction on the relationship between KMS usage and decisionmaking effectiveness, as well as the moderating influence of KMS experience on the proposed consequences. This research is cross-sectional whereby a self-administered questionnaire was utilised. In total, 341 usable questionnaires were successfully received. Structural Equation Modelling (SEM) was used to analyse and test the hypothesised relationships among research variables. Findings showed that relative advantage, complexity, and knowledge quality (technological antecedents) are significantly affecting KMS usage. Also, top management support, trust, and formalisation (organisational antecedents) significantly affect KMS usage. Furthermore, user satisfaction significantly mediates the relationship between KMS usage and decision-making effectiveness. Concerning the moderation effects, KMS experience only moderates the relationship between KMS usage and decisionmaking effectiveness. In terms of theoretical implications, this thesis has extended the Diffusion of Innovation (DOI) model with the information system (IS) success model to provide a more comprehensive framework that can strengthen and expand the theoretical understanding ofKMS usage.

Item Type: Thesis (PhD)
Additional Information: Call No.: HD30.2 .M64 2018
Uncontrolled Keywords: Knowledge management
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28-70 Management. Industrial Management > HD30.23 Decision making
Divisions: Faculty of Management (FOM)
Depositing User: Ms Nurul Iqtiani Ahmad
Date Deposited: 17 Sep 2020 07:24
Last Modified: 17 Sep 2020 07:24


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