Competitive Advantage Model Through Knowledge Management Systems Implementation to Optimize Business Sustainability

Abstract

Complaint resolution that arise due to internal and external factors in a company can be monitored through the Service Recovery Index (SRI), and SRI is developed through a number of factors that influence it. Meanwhile, the SRI model needs to be developed to see the business sustainability through implementation knowledge management system in the organization. The data collection method was carried out, starting with building a research instrument based on knowledge management theory and continued with observation and distributing questionnaires to respondents who were involved in the business process of managing SRI. The data analysis method was used to process the data from the questionnaire, factor analysis method was used and the method to build the model used was the regression analysis method. The results obtained from this study are the discovery of 4 (four) factors with a number of indicators that are grouped on each formed factor, which can then be made and built a readiness model that reflects current conditions, so that it can be used to build predictions in the future related to readiness. implementation of knowledge management system development in order to support increased understanding of the service recovery index in the organization.