Customer knowledge management antecedent factors for enterprise software quality

Customer Knowledge Management (CKM) plays an important role in the production of high quality software products. Previous studies have only focused on the technical aspects of software quality. However, because of the nature of enterprise software, there is a greater dependence on CKM for customizat...

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Main Author:	Khosravi, Arash
Format:	Thesis
Language:	English
Published:	2017
Subjects:	QA75 Electronic computers Computer science
Online Access:	http://eprints.utm.my/id/eprint/77836/1/ArashKhosraviPFC2017.pdf
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id	my-utm-ep.77836
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spelling	my-utm-ep.778362018-07-04T11:49:31Z Customer knowledge management antecedent factors for enterprise software quality 2017-04 Khosravi, Arash QA75 Electronic computers. Computer science Customer Knowledge Management (CKM) plays an important role in the production of high quality software products. Previous studies have only focused on the technical aspects of software quality. However, because of the nature of enterprise software, there is a greater dependence on CKM for customization, enhancement, maintenance, and training. As CKM in Enterprise Software (ES) development is still immature, this raises questions on how CKM can help ES development companies to improve their software quality. In this research, Knowledge-Based View (KBV) and Theory of Technology were used to demonstrate the Organizational, Human, and Technological antecedent factors that enable the CKM process and lead to ES quality. Human, Organizational and Technological CKM antecedent factors were identified from the literature. The importance degree of each factor was determined by experts from ES development companies using Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS). Moreover, based on high priority factors, a theoretical model was developed. The proposed model was evaluated by distributing a survey questionnaire to decision-makers in ES development companies. With 164 valid questionnaires received, the collected data was analyzed using the Partial Squares Structural Equation Modelling (PLS-SEM) technique. The results show that Customer Involvement together with Senior Management Support were the most influential factors. There was no impact from Organizational Training, Customer Knowledge Map, and CKM Strategy Development. The results revealed that the impact of CKM on software quality is significant. The model developed in this research can be used as a guideline for the successful application of CKM in enterprise software development companies to improve the software quality. 2017-04 Thesis http://eprints.utm.my/id/eprint/77836/ http://eprints.utm.my/id/eprint/77836/1/ArashKhosraviPFC2017.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:104954 phd doctoral Universiti Teknologi Malaysia, Faculty of Computing Faculty of Computing
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	QA75 Electronic computers Computer science
spellingShingle	QA75 Electronic computers Computer science Khosravi, Arash Customer knowledge management antecedent factors for enterprise software quality
description	Customer Knowledge Management (CKM) plays an important role in the production of high quality software products. Previous studies have only focused on the technical aspects of software quality. However, because of the nature of enterprise software, there is a greater dependence on CKM for customization, enhancement, maintenance, and training. As CKM in Enterprise Software (ES) development is still immature, this raises questions on how CKM can help ES development companies to improve their software quality. In this research, Knowledge-Based View (KBV) and Theory of Technology were used to demonstrate the Organizational, Human, and Technological antecedent factors that enable the CKM process and lead to ES quality. Human, Organizational and Technological CKM antecedent factors were identified from the literature. The importance degree of each factor was determined by experts from ES development companies using Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS). Moreover, based on high priority factors, a theoretical model was developed. The proposed model was evaluated by distributing a survey questionnaire to decision-makers in ES development companies. With 164 valid questionnaires received, the collected data was analyzed using the Partial Squares Structural Equation Modelling (PLS-SEM) technique. The results show that Customer Involvement together with Senior Management Support were the most influential factors. There was no impact from Organizational Training, Customer Knowledge Map, and CKM Strategy Development. The results revealed that the impact of CKM on software quality is significant. The model developed in this research can be used as a guideline for the successful application of CKM in enterprise software development companies to improve the software quality.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Khosravi, Arash
author_facet	Khosravi, Arash
author_sort	Khosravi, Arash
title	Customer knowledge management antecedent factors for enterprise software quality
title_short	Customer knowledge management antecedent factors for enterprise software quality
title_full	Customer knowledge management antecedent factors for enterprise software quality
title_fullStr	Customer knowledge management antecedent factors for enterprise software quality
title_full_unstemmed	Customer knowledge management antecedent factors for enterprise software quality
title_sort	customer knowledge management antecedent factors for enterprise software quality
granting_institution	Universiti Teknologi Malaysia, Faculty of Computing
granting_department	Faculty of Computing
publishDate	2017
url	http://eprints.utm.my/id/eprint/77836/1/ArashKhosraviPFC2017.pdf
_version_	1747817842918555648

Customer knowledge management antecedent factors for enterprise software quality

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