The influence of knowledge management system characteristics on individual learning in the Malaysian telecommunications industry

Telecommunications is a fast changing and competitive business, not only in Malaysia but also world wide. Due to deregulation in Malaysia, the mobile telephone market is 70 percent saturated and the situation is likely to be worse in the future because of the world economic slowdown. To compete in such a vibrant business environment requires a highly skilled workforce. Because of the world wide demand for such employees, turnover is high. The intention of this research is to determine if Knowledge Management Systems can be used to retain experienced employees by managing their implicit and explicit knowledge, and promoting individual learning and, eventually, organizational learning. Knowledge has been identified as one of the success factors in maintaining competitive advantage and innovation within an organization. The literature review has focused on Knowledge Management Systems, organization learning and individual learning. The review indicates that there has been little empirical study in these areas. Some studies have identified system quality and knowledge quality as Knowledge Management System characteristics which have impact on system usage. There is lack of study on the usage of Knowledge Management Systems as software tools that influence individual learning and organizational learning in the Malaysian telecommunications industry, and hence a gap is created for the current research. Research data was collected using mailed questionnaires which were distributed to staff in 17 telecommunications organizations in Malaysia. One hundred and seven responses were received from 280 distributed questionnaires. The data was analysed using SPSS multiple linear regression to test the research hypotheses and mediation effects. The research findings support the hypotheses developed for the project: (a) the positive influence of System Quality on Individual Learning is through System Use; and (b) the positive influence of Knowledge Quality on Individual Learning is through System Use. In practice, this research indicates that Knowledge Management Systems with good System Quality and Knowledge Quality will encourage System Use. Once staff members are motivated to use a Knowledge Management System, there is a direct impact on individual learning obtained through new knowledge and learning new skills, and eventually improved organizational performance. The research results will be of assistance to practitioners for the planning, designing, implementing, operating and upgrading of Knowledge Management Systems. For academics, the research contributes to the theory of Knowledge Management Systems and individual learning, whereby the variables, instruments and models may be adopted and extended.