The impact of customer knowledge acquisition to knowledge management benefits: A case study in Indonesian banking and insurance industries

Muhammad Rifki Shihab, Ajeng A. Lestari

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

4 Citations (Scopus)

Abstract

Business environment has shifted into a customer-oriented one, changing the way customers take part in creating value towards organizational increase of competitive advantages. More than ever, customers are considered as knowledge, leading to insights, innovations, and new ideas within a company. Knowledge acquisition, such as customer knowledge, is proven to be very difficult. This leads us to explore further concerning customer knowledge acquisition. Customer knowledge itself consists of knowledge 'from', 'for', and 'about' customers. This research is aimed to analyze the impacts of the three customer knowledge types towards knowledge management benefits, which in turn will affect a company's performance. Business processes, customers, employees, finance, products, and market are six-aspects used to measure knowledge management benefits. This research had collected questionnaires from 50 respondents consisting of major banks and insurance companies in Indonesia. Then the verified data was analyzed using PLS technique. The results show that knowledge 'for' customers is most favorable towards knowledge management benefits, followed by knowledge 'from' customers, while knowledge 'about' customers is found to give minimum impact towards knowledge management benefits.

Original languageEnglish
Title of host publicationProceedings - ICACSIS 2014
Subtitle of host publication2014 International Conference on Advanced Computer Science and Information Systems
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages139-144
Number of pages6
ISBN (Electronic)9781479980758
DOIs
Publication statusPublished - 23 Mar 2014
Event2014 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2014 - Jakarta, Indonesia
Duration: 18 Oct 201419 Oct 2014

Publication series

NameProceedings - ICACSIS 2014: 2014 International Conference on Advanced Computer Science and Information Systems

Conference

Conference2014 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2014
Country/TerritoryIndonesia
CityJakarta
Period18/10/1419/10/14

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