TY - GEN
T1 - The impact of customer knowledge acquisition to knowledge management benefits
T2 - 2014 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2014
AU - Shihab, Muhammad Rifki
AU - Lestari, Ajeng A.
N1 - Publisher Copyright:
© 2014 IEEE.
PY - 2014/3/23
Y1 - 2014/3/23
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=84946691080&partnerID=8YFLogxK
U2 - 10.1109/ICACSIS.2014.7065867
DO - 10.1109/ICACSIS.2014.7065867
M3 - Conference contribution
AN - SCOPUS:84946691080
T3 - Proceedings - ICACSIS 2014: 2014 International Conference on Advanced Computer Science and Information Systems
SP - 139
EP - 144
BT - Proceedings - ICACSIS 2014
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 18 October 2014 through 19 October 2014
ER -