Toward a survey instrument for investigating customer knowledge management in software companies

Abstract

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.