Knowledge Management and Academic Service Quality on Organization Performance

Abstract

Knowledge management (KM) in education is considered an approach that enables people to collect information, share and use knowledge to improve organizational performance through educational programs, student outcomes, and effective decision-making of work processes. Organizational performance in the university includes student satisfaction, research productivity, curriculum, academic staff responsiveness, and research rankings. KM through the adoption of advanced technology enables organizations to implement better processes, strong and good collaborative structures, knowledge and information sharing, and problem-solving tools. However, limited studies examine the determinants of the KM process and their relationship to university performance through academic service quality from an educator's perspective. In this study, we proposed a theoretical research model to investigate the determinants of the KM process and examine its relationship to university performance through academic service quality. Data collected from 71 academic staff in universities were used to test the hypotheses with structural equation modelling – Partial Least Square. The results showed information technology and culture have a positive impact on the KM process. Quality of academic services partially mediates knowledge management and university performance. KM process and quality of academic services determine and influence organizational performance substantially (f-square=77.6 %). Finally, among the KM processes, knowledge discovery was found to have the highest effect size on organizational performance. However, KM enablers consisting of rewards & incentives, and organizational support were not proven to influence the KM process. Both culture and IT capabilities must be considered by universities in supporting the KM process and building a culture that supports sharing and utilizing knowledge in every task. Additionally, this capability can help improve the quality of academic services which leads to increased organizational performance.