Knowledge Management & E-Learning: An International Journal (KM&EL), Vol 9, No 2 (2017)

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The impact of knowledge management system quality on the usage continuity and recommendation intention

Eko K. Budiardjo, Gilang Pamenan, Achmad Nizar Hidayanto, Dr. Meyliana, Ervi Cofriyanti


This study aimed to examine the influence of knowledge management system (KMS) quality on users’ continuance intention. The research model was developed by integrating the concept of DeLone and McLean’s information systems (IS) success model with the expectation confirmation model. To examine the developed model, a survey was conducted with 131 respondents from three companies that had implemented a KMS. The data were analyzed using the partial least square (PLS) method. The study demonstrated that both system quality and information/knowledge quality influence all the factors that drive the continuance intention regarding KMS usage, namely perceived usefulness, satisfaction, and trust. Moreover, satisfaction proved to have an impact on users’ recommendation intention concerning the KMS. Therefore, companies should improve the KMS quality in order to drive employees to continuously use the KMS and recommend it to others.

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Knowledge Management & E-Learning: An International Journal (KM&EL)
ISSN 2073-7904


Maintained and Developed by:

Laboratory for Knowledge Management & E-Learning

Faculty of Education, The University of Hong Kong