The Relationship Between Critical Success Factors, Perceived Benefits, and Usage Intention of Mobile Knowledge Management Systems in the Malaysian Semiconductor Industry

Audrey Poh Choo Cheak, Chin Wei Chong, Yee Yen Yuen, Irene Yoke Chu Leong
Interdisciplinary Journal of Information, Knowledge, and Management  •  Volume 17  •  2022  •  pp. 471-496

This study examined the relationship between critical success factors (CSFs), perceived benefits, and usage intention of Mobile Knowledge Management Systems (MKMS) via an integrated Technology Acceptance Model (TAM) and Information Systems Success Model (ISSM).

This study investigates the CSFs (i.e., Strategic Leadership, Employee Training, System Quality, and Information Quality) that impact the usage intention of KMS in mobile contexts which have been neglected. Since users normally consider the usefulness belief in a system before usage, this study examines the role of perceived benefits as a mediator between the CSFs and usage intention.

A survey-based research approach in the Malaysian semiconductor industry was employed via an integrated model of TAM and ISSM. At a response rate of 59.52%, the findings of this study were based on 375 usable responses. The data collected was analyzed using the Partial Least Squares with SmartPLS 3.0.

This study contributes to the body of knowledge in the areas of mobile technology acceptance and knowledge management. Specifically, it helps to validate the integrated model of TAM and ISSM with the CSFs from knowledge management and information system. In addition, it provides the would-be adopters of MKMS with valuable guidelines and insights to consider before embarking on the adoption stage.

The findings suggest that Employee Training and Information Quality have a positive significant relationship with Perceived MKMS Benefits. On the contrary, Strategic Leadership, System Quality, and Perceived User-friendliness showed an insignificant relationship with Perceived MKMS Benefits. Additionally, Employee Training and Information Quality have an indirect relationship with MKMS Usage Intention which is mediated by Perceived MKMS Benefits.

The findings are valuable for managers, engineers, KM practitioners, KM consultants, MKMS developers, and mobile device producers to enhance MKMS usage intention.

Researchers would be able to conduct more inter-disciplinary studies to better understand the relevant issues concerning both fields – knowledge management and mobile computing disciplines. Additionally, the mediation effect of TAM via Perceived Usefulness (i.e., perceived MKMS benefits) on usage intention of MKMS should be further investigated with other CSFs.

Future studies could perhaps include other critical factors from both KM and IS as part of the external variables. Furthermore, Perceived Ease of Use (i.e., Perceived User-friendly) should be tested as a mediator in the future, together with Perceived Usefulness (i.e., perceived MKMS Benefits) to compare which would be a more powerful predictor of usage intention. Moreover, it may prove interesting to find out how the research framework would fit into other industries to verify the findings of this study for better accuracy and generalizability.

Technology Acceptance Model, Information Systems Success Model, mobile knowledge management systems, strategic leadership, employee training, system quality, information quality, perceived benefits, perceived user-friendly, usage intention
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