Journal of the Korean Society for information Management (정보관리학회지)

Korean Society for Information Management (한국정보관리학회)
권호 표지
DOI QR코드

DOI QR Code

A Study on the User Satisfaction of Knowledge Management System and Performance: With Focus on the MOFE

지식관리시스템 사용자 만족도와 성과에 관한 연구: 재정경제부를 중심으로

  • 이홍재 (안양대학교 도시행정학과)
  • Published : 2008.12.31
Download PDF
⟨ Previous Next ⟩

Abstract

The purposes of this study are to examine the factors influencing the user satisfaction of knowledge management system(KMS) and the influence of the user satisfaction on the performance, and to search the strategies for effective KMS operating. The results of covariance structural analyses indicate that the factors-knowledge quality and KMS quality significantly influence the user satisfaction. User satisfaction also significantly affects the performance. Based on the results, this study discusses the potential implications for the strategies of KMS implementing to improve the user satisfaction and performance.

본 연구에서는 공공부문에서 운영되고 있는 KMS의 성과평가의 일환으로 KMS 사용자 만족도의 선행요인 및 사용자 만족도와 성과 간의 구조적 관계를 분석하고 효과적인 KMS 운영을 위한 함의를 제시하였다. 본 연구에서 실시한 지식품질과 KMS 품질, 사용자 만족도 및 성과 간의 영향관계에 관한 구조방정식 분석결과, 연구모형에서 설정한 3개의 가설 모두가 채택되었다. 이러한 분석결과를 토대로 본 연구에서는 KMS 사용자 만족도 및 성과 향상을 위한 효과적인 KMS 운영방안을 제시하였다.

Keywords

References

  1. 김경규, 김범수, 송세정, 신호경. 2005. 지식공유의도와 지식관리시스템의 사용. 경영정보학연구, 15(3): 65-89
  2. 김 구. 2007. 정부지식관리시스템의 사용자만족척도개발. 정책분석평가학회보. 17(4):117-148
  3. 김계수. 2004. AMOS 구조방정식 모형분석. 서울: SPSS 아카데미
  4. 김상수, 김용우. 2000. 지식관리시스템의 특성과 성공요인에 관한 탐색적 연구. Hanyang Business Review, 12: 65-82
  5. 김주희, 유성호, 김영걸. 2003. 지식관리시스템성과에 영향을 미치는 요인에 관한 탐색적 사례연구. 경영과학, 20(1): 1-23
  6. 박희서, 임병춘. 2001. 지방공무원들의 효율적지식관리를 위한 인과모형 검증. 한국정책학회보, 10(2): 111-133
  7. 서창교, 신성호. 2005. 지식관리시스템 성과에 영향을 미치는 요인, 경영정보학연구,15(1): 1-24
  8. 이건창, 정남호. 2002. 기업내 개인차원에서의 지식순화과정과 지식경영 효율성간의 관계에 관한 연구. 지식경영연구, 3(2): 31-48
  9. 이군희. 2001. 사회과학연구방법론. 서울: 법문사
  10. 이승한, 유성호, 김영걸. 2002. 지식관리시스템을 활용한 지식공유행위에 영향을 미치는 요인에 관한 연구. 지식경영연구, 3(1): 1-18
  11. 이장환. 2001. 관리적 요소 및 분위기 성숙이 조직의 지식경영 도입에 미치는 영향, 한국과학기술원 테크노경영대학원 박사학위논문
  12. 이홍재, 차용진. 2006. 지식창출과 업무성과에관한 연구: 지식창출 영향요인을 중심으로. 한국행정학보. 40(2): 99-124
  13. 이홍재, 권기헌, 차용진. 2006. 지식공유의 영향요인에 관한 실증연구: 평가, 보상, 지식품질, 지식공유의 인과관계 모형검증. 한국행정연구, 15(2): 127-156
  14. 전 별, 정연백. 2008. 지식관리시스템의 품질과 조직성과에 관한 연구: 재정경제부와 특허청을 중심으로. 한국행정학회 학술대회 발표논문집, 1089-1103
  15. 정철현. 2002. 정보시스템 사용자 만족도에 관한 실증적 연구. 한국행정연구. 11(4): 96-114
  16. 채서일. 1990. 사회조사방법론. 서울: 법문사
  17. 행정안전부. 2007. 행정부 국가공무원 정원 현황
  18. Aladwani, A. M. 2002. “Organizational actions, computer attitudes and end-user satisfaction in public organizations: An empirical study." Journal of End User Computing, 14(1): 42-49 https://doi.org/10.4018/joeuc.2002010104
  19. Alavi, M. and Dorothy E. Leidner. 1999. “Knowledge Management Systems: Emerging Views and Practices from the Field." Proceedings of the 32nd Hawaii International Conference on Sys tem Sciences, CD-Rom Version
  20. Alavi, M. and Dorothy E. Leidner. 2001. “Review: Knowledge Management and Knowledge Management System: Conceptual Foundations and Research Issues." MIS Quarterly, 25(1): 107-136 https://doi.org/10.2307/3250961
  21. Alavi, M. and Dorothy E. Leidner. 2002. “Knowledge Management System; Issues, Challenges and Benefits." in Stuart Barnes(ed.), Knowledge Management Systems, Oxford: Thomson Learning, 15-35
  22. Armrecht, F. M., P. B. Chapas, C. C. Chappelow, G. F. Farris, P. N. Friga, C. A. Harts, M. E. McIlvaine, S. R. Postle, and G. E. Whitewell. 2001. “Knowledge management in research & development." Research Technology Management, July-August, 28-48
  23. Arora, R. 2002. “Implementing Knowledge Management: A Balanced Scorecard Approach." Journal of Knowledge Management, 6(2): 240-249 https://doi.org/10.1108/13673270210434340
  24. Bailey, J. E. and S. W. Pearson. 1983. “Development of a tool for Measuring and Analyzing Computer Use Satisfaction." Management Science, 29(5): 530-545 https://doi.org/10.1287/mnsc.29.5.530
  25. Bentler, P. M. and D. G. Bonett. 1980. “Significance Tests and Goodness of Fit in the Analysis of Covariance Structures." Psychological Bulletin. 88: 588-606 https://doi.org/10.1037/0033-2909.88.3.588
  26. Carmines, E. G. and R. A. Zeller. 1979. Reliability and Validity Assessment. Beverly Hills, California: Sage
  27. Chin, J. P., V. A. Diehl, and K. L. Norman. 1998. “Development of an Instrument Measuring User Satisfaction of the Human-Computer Interface." Proceedings of the SIGCHI Conference on Human Factors in Computing Systems. May, 213-218
  28. Davenport, T. H. and L. Prusak. 1998. Working Knowledge: How Organizations Manage What They Know, Boston: Harvard Business School Press, pp. 123-143
  29. Davenport, T. H., D. W. De Long, and M. C. Beers. 1998. “Successful Knowledge Management Project." Sloan Management Review, Winter, 37: 43-57
  30. DeLone, W. H. and E. R. McLean. 1992, “Information System Success: The Quest for the Dependent Variable." Information Systems Research, 3(1):60-95 https://doi.org/10.1287/isre.3.1.60
  31. Drew, S. 1997. “From Knowledge to Action: the Impact of Benchmarking on Organizational Performance." Long Range Planning, 30(3): 427-441 https://doi.org/10.1016/S0024-6301(97)90262-4
  32. Finnergan, P., R. Galliers, and P. Powell. 1999. “Inter-Organizational Systems Planning: Learning from current Practices." International Journal of Technology Management, 17(2): 129-144 https://doi.org/10.1504/IJTM.1999.002704
  33. Gartner Group. 1997. “Foundations for Enterprise Knowledge Management."
  34. Gelderman, M. 1998. “The Relation between User Satisfaction, Usage of Information Systems and Performance." Information and Management, 34: 11-18 https://doi.org/10.1016/S0378-7206(98)00044-5
  35. Hair, J. F., R. E. Anderson, R. E. Tatham and W. C. Black. 1995. Multivariate Data Analysis with Readings. Englewood Cliffs, N.J.: Prentice Hall
  36. Harris, D. B. 1996. “Creating a knowledge centric information technology environment." Technology In Education Institute. (Retrieved November 16, 1999)
  37. Jennex, M. E. and L. Olfman. 2002. “Organizational Memory/ Knowledge Effects in Productivity, Longitudinal Study. “ Proceedings of the 35th Hawaii International Conference on System Science, IEEE Computer Society Press:1-10
  38. Jennex, M. E. and L. Olfman. 2006. “A Model of Knowledge Management Success." International Journal of Knowledge Management, 2(3): 51-68
  39. Leamer, E. E. 1978. Specification Searches: Ad Hoc Inference with Nonexperimental Data, New York: Wiley
  40. Lucas, H. C. 1978. “Empirical evidence for a descriptive model of implementation." MIS Quarterly, 2: 27-42 https://doi.org/10.2307/248939
  41. Maier, R. 2002. Knowledge Management Systems: Information and Communication Technology for Knowledge Management, Berlin: Springer-Verlag
  42. McDermott, R. and C. O'Dell. 2001. “Overcoming Cultural Barriers to Sharing Knowledge." Journal of Knowledge Management, 5(1): 76-85 https://doi.org/10.1108/13673270110384428
  43. McGill, T. and V. Hobbs. 2003, “User Developed Applications and Information System Success: A Test of DeLone and McLean's Model." Information Resources Management Journal, 16(1):24-45
  44. McNabb, David E. 2007. Knowledge Management in the Public Sector, N.Y.: M.E.Sharpe Inc.
  45. Nonaka, I. and H. Takeuchi. 1995. The Knowledge-Creating Company: How Japanese Companies create the Dynamics of Innovation. New York: Oxford University Press
  46. O'Dell, C. and J. Grayson. 1998. “If only we knew what we know: Identification and transfer of internal best practice." California Management Review, 40(3): 154-174 https://doi.org/10.2307/41165948
  47. Ruggles, R. 1998. “The State of the Notion: Knowledge Management in Practice." California Management Review, 40(3): 80-89
  48. Sanders, G. L. and J. F. Courtney. 1985. “A Field Study of Organizational Factors Influencing DSS Success." Management Information Systems Quarterly, 9(1):77-92
  49. Schumacker, R. E. and R. G. Lomax. 1996. A Beginner's Guide to Structural Equation Modeling. Lawrence Erlbaum Associates
  50. Seddon, P. B. 1997. “A Respecification and Extension of the DeLone and Mclean Model of IS Success." Information Systems Research, 8(3): 240-253 https://doi.org/10.1287/isre.8.3.240
  51. Simonin, B. 1997. “The Importance of Collaborative Know-How: An Empirical Test of the Learning Organization." Academy of Management Journal, 40(5): 509-533 https://doi.org/10.2307/256930
  52. Wiig, K. M. 1997. “Integrating Intellectual Capital and Knowledge Management." Long Range Planning, 30(3): 399-405 https://doi.org/10.1016/S0024-6301(97)90256-9

Cited by

  1. A Study on the Factors Affecting Knowledge Contribution in the Public Sector vol.27, pp.3, 2010, https://doi.org/10.3743/KOSIM.2010.27.3.169
  2. Factors Influencing the Performance of Knowledge Management Systems: Focused on Individual Characteristics and Task-Technology Fit vol.13, pp.1, 2013, https://doi.org/10.5392/JKCA.2013.13.01.376