Effect of Knowledge Management System on Employees’ Performance Customer Service Department of Ethio-telecom

Abstract

The purpose of this research is to explore the effect of knowledge management system (KMS) on employees’ performance in customer service department of Ethio Telecom. In doing this the study used quantitative research design among the various quantitative methods where emphasis is given on studying a situation or problem in order to explain the relationship between variables. Based on the usability of knowledge management system ethio telecom call center employees working on 994 contact centers are selected and questionnaire were administered. Structural equation model (SEM) and confirmatory factor analysis (CFA) were conducted to analyze the relationship and impact of KMS on employees’ performance of ethio telecom. The findings of the analysis indicate that the relationship between Knowledge Acquisition and operational performance and quality performance was supported and significant but the relationship between Knowledge Acquisition and innovation was not supported and not significant. inorder to maximize productivity/performance, the management staff of the organization should give serious attention to knowledge aquistion related activities. it will be better if concerned individuals/groups gives unreserved effort for systematically boosting the knowledge management system of the organization to have innovative results and culture of it. The study also reveals that knowledge sharing has a positive and direct relatioship with innovation performance of ethio telecom call center employees and this implies that if the organization’s responsible body did a few on knowledge sharing, it will have a siginificant and positive contribution on the innovative culture of the organization.