In knowledge-economy era, knowledge management (KM) is dominating the way business is conducted. Traditional business models are replacing outdated ...
The Malaysian Banker’s Perception on Knowledge Management: An Empirical Study
Abstract In knowledge-economy era, knowledge management (KM) is dominating the way business is conducted. Traditional business models are replacing outdated ones. Organizations are adopting knowledge in business process designs and customer relationship management strategies. Banks are no exception to this new paradigm. This study examines bankers’ views on moving to the knowledge-based organization. Specifically, it addresses issues such as the strategic need for KM, its effect on customerbank relationship, and customers’ views in knowledge-based services. Data collected from 32 banks show that most banks have not yet implemented a fully-fledged KM. However, most have planned to do so. Furthermore, KM is regarded as a strategic opportunity that can reduce costs, enhance customer service, increase the customer base and improve knowledge sharing opportunities. In fact, KM is perceived more favourably by banks that implement it compared to those which do not. Keyword: Knowledge Management, Customer-bank relationship, Customer relationship management, Knowledge sharing, Knowledge-base organisation.
