Knowledge Management in Tourism Industry: KMS for Tourist Information Counter in Malaysia

H. Suraya () and Hamidah Ahmad ()
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H. Suraya: Department of Information Science, Faculty of Computer Science and Information Technology, University of Malaya, 50603 Kuala Lumpur, Malaysia
Hamidah Ahmad: Department of Information Science, Faculty of Computer Science and Information Technology, University of Malaya, 50603 Kuala Lumpur, Malaysia

Journal of Information & Knowledge Management (JIKM), 2008, vol. 07, issue 03, 159-172

Abstract: This paper is the concluding part of a series of two papers. The first paper deals with the requirement analysis of the study. The objective of this research paper is to discuss on the actual development of the Knowledge Management System (KMS) for Tourist Information Counter (TIC). Prior to that, a brief recap on the concept of KM, KM in tourism industry in Malaysia are covered as to provide some overview to enlighten readers with regards to this research work. Detail discussion of the system development methodology, system design, general design flow, and the TIC KMS architecture are discussed. In order to gauge the satisfaction level of the users, system testing to various levels of system users was conducted. The findings indicated that the TIC KMS is indeed helpful in realising the potential of knowledge management in an organisation and not only that, it would also be useful for the tourists, other tourism industry players such as hotel operators, transportation associations, travel agencies and also the general public to gather latest information and knowledge on tourism related events, and activities organised in the country.

Keywords: Knowledge management; knowledge management system; tourist information counter; Ministry of Tourism; Tourism Malaysia (search for similar items in EconPapers)
Date: 2008
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DOI: 10.1142/S0219649208002068

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