An Empirical Investigation of Knowledge Management Systems' Success

Assessing the success of knowledge management systems within organizations is vital. To understand if this is a viable technology that will have lasting value, we propose and test a model to measure the success of knowledge management systems within knowledge-based organizations based on the widely accepted DeLone and McLean [14][15][16] IS Success Model. We adopted the generic framework of the IS Success Model and customized it to the context of knowledge management systems.

This research provides an empirical study by constructing a set of questionnaire items to measure knowledge management system success and to answer the following questions: (1) What are the appropriate dimensions for evaluating the success of KMS? (2) Is there any relationship between these dimensions? (3) Does the extent of KMS use vary greatly according to the KMS' system quality, its knowledge quality and its service quality? Eighteen organizations were surveyed and the results are presented here in.