Model of measuring the influence of Knowledge Management system to IT complaints, case study in telecomunication company

摘要

The purpose of this study is to investigate the best practices in the transdisciplinary field of knowledge management system implementation and measurement of IT Complain in a telecommunication company (PT Telkomsel). This paper examines three variables of Knowledge Management (People, Process and Technology) and IT Complain Variable. This research used two methods such as a qualitative and quantitative method. Qualitative methods of interviewing and observation and quantitative method by gave a questionnaire to respondent. As for analysis research used descriptive and verificative method. The goal of this research will be used to know how useful the role and influence of the knowledge management system for customer complaint. This paper is intended to provide a model to measure the effect of Knowledge Management to IT complain especially in Telecommunication Company.