The Impact of Knowledge Management Process and Approach on Innovation Performance: A Case Study of Telekom Malaysia

Ap-Azli Bunawan and Nur Ardilla Fathin Ahmad Sham
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Ap-Azli Bunawan: School of Information Science, College of Computing, Informatics and Mathematics, Universiti Teknologi MARA (UiTM), Puncak Perdana Campus, Selangor, Malaysia.
Nur Ardilla Fathin Ahmad Sham: School of Information Science, College of Computing, Informatics and Mathematics, Universiti Teknologi MARA (UiTM), Puncak Perdana Campus, Selangor, Malaysia.

International Journal of Research and Innovation in Social Science, 2024, vol. 8, issue 5, 2388-2407

Abstract: The paper aims to examine the effect of knowledge management processes (knowledge acquisition, knowledge sharing and knowledge utilization) and knowledge management approaches (codification strategy and personalization strategy) on innovation performance in Telekom Malaysia. Quantitative research has been used as a research approach for the study. Data was collected through an online questionnaire. Out of 172 questionnaires distributed, 172 were returned with a 100 percent response rate. A Partial Least Square approach of Structural Equation Model (PLS-SEM) was used to examine the research hypothesis, and a path coefficients analysis was conducted, in addition to descriptive statistics that provide a background about the respondents. The analysis showed that there is a significant and positive impact of knowledge management processes (knowledge sharing & knowledge utilization) on innovation performance in Telekom Malaysia, as well as a significant and positive effect of personalization strategy approaches on innovation performance, whereas the knowledge process (knowledge acquisition) and (codification strategy) does not. This study contributed new insights to our present understanding of the impact of knowledge management processes and approaches on innovation performance in the telecommunications industries. With the help of these contributions, Telekom Malaysia can implement the proper knowledge management and practises in order to make better decisions in many ways of innovation performance. Although there are several sorts of innovation, all of them contribute to the generation of new knowledge within the organization

Date: 2024
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