Customer Knowledge Management (CKM) Towards Customer Satisfaction in Delivering Digital Services

Abstract

To support current demanding customer need while adapting with new work norm after COVID-19 strike, digital services organizations need to redefine their strategy. They need to adopt CKM concept that can have an ability to flow information easily and smoothly between the organization and customer. On top of that, they can't afford any adoption failure, so they must ensure that their strategy is successfully implemented. However, there are lack of studies that come out with the CKM adoption and its enabling factors while delivering digital services. Hence, this research is aimed to identify factors to ensure organization’ strategy can be implemented successfully, and thus service quality can be enhanced and simultaneously will increase customer satisfaction. Extracted findings from literature review and further verified by an interview with the digital services expert shows that there are eleven enabling factors that have a beneficial effect on CKM adoption to enhance organization's service quality. The factors were categorized into three perspectives which are technological, organizational, and human factors.