Developing an instrument for measuring user satisfaction with knowledge management systems

The shift from a product-based to a knowledge-based economy results in an increased demand for knowledge workers who are capable of higher-order thinking and reasoning to solve intricate problems in the work place. This requires organizations to introduce knowledge management systems (KMS) to employees. The purpose of this paper is to develop a validated instrument, which argues that current models and instruments are not fully applicable for evaluating user satisfaction with knowledge management systems. Based on a survey of 120 in Taiwan suggests a 21-item instrument that measures five dimensions of user satisfaction with knowledge management systems (USKMS) is well-validated. The instrument and comprehensive model proposed in this paper would be valuable to researchers and practitioners interested in designing, implementing, and managing knowledge management systems.