期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2017
卷号：95
期号：23
页码：6494
出版社：Journal of Theoretical and Applied
摘要：This paper presents a method of developing an instrument for Customer Knowledge Management (CKM) in Enterprise Software (ES) development. Knowledge-Based View (KBV) and Theory of Technology in a Generic CKM framework were used to demonstrate the Organizational, Human, and Technological factors that enable the CKM process. Human, Organizational and Technological CKM enablers were identified from the literature. The weight and priority of these factors were determined by experts from the ES development companies. Based on the high priority factors, we hypothesized the constructs and develop measurement items to be validated. The measurement items are adopted from the previous validated sources. The instrument was evaluated using content validity and a pilot study. A Content Validity Index (CVI) approach was used to validate the instruments in term of relevancy and simplicity. During the content validity, the number of measurement items was reduced from 50 to 46. Moreover, the survey questionnaire of this study can be used as the foundation for the development of policy as well as strategy to enhance the probability of successful implementing the CKM.
关键词：Customer Knowledge Management (CKM); Customer Relationship Management; Knowledge Management; Software Quality; Content Validity Index; Pilot Study; Survey Questionnaire Development
