DocumentCode :
3580853
Title :
The impact of customer knowledge acquisition to knowledge management benefits: A case study in Indonesian banking and insurance industries
Author :
Shihab, Muhammad R. ; Lestari, Ajeng A.
Author_Institution :
Fac. of Comput. Sci., Univ. Indonesia, Depok, Indonesia
fYear :
2014
Firstpage :
139
Lastpage :
144
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.
Keywords :
banking; insurance; knowledge acquisition; knowledge management; Indonesian banking industry; Indonesian insurance industry; customer knowledge acquisition; knowledge management benefit; Business process re-engineering; Companies; Insurance; Knowledge acquisition; Knowledge management; Loading;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Advanced Computer Science and Information Systems (ICACSIS), 2014 International Conference on
Type :
conf
DOI :
10.1109/ICACSIS.2014.7065867
Filename :
7065867
Link To Document :
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