Development of user-satisfaction-based knowledge management performance measurement system with evidential reasoning approach

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journal

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Original languageEnglish
Pages (from-to)366-382
Journal / PublicationExpert Systems with Applications
Issue number1
Publication statusPublished - Jan 2010


Confronting fierce global competition, organizations have implemented knowledge management to enhance competitive advantages. With increasing investments in resources for knowledge management implementation in many organizations, measuring knowledge management performance has become an important agenda among researchers and practitioners. However, the current knowledge management performance measurement methods cannot truly report the results of organizations' knowledge management efforts. To address this problem, there is a need of a better approach for measuring knowledge management performance in organizations. This paper presents the authors' recent research in using a K-user satisfaction based approach and evidential reasoning methodology to develop a user-satisfaction-based knowledge management performance measurement system for organizations to identify strengths and weaknesses, as well as enhance continuous learning. A case study in applying the developed system and methodology in primary school education has been conducted to demonstrate its effectiveness. © 2009 Elsevier Ltd. All rights reserved.

Research Area(s)

  • Evidential reasoning, Knowledge management, Performance measurement, User satisfaction