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Title
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Toward customer knowledge management enablers in enterprise software development companies: multi-criteria decision-making model
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Type
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Presentation
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Keywords
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DEMATEL, Analytic Network Process, Customer relationship management, Customer knowledge management, Software quality, Multi-criteria decision making
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Abstract
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In this research, antecedent factors of Customer Knowledge Management (CKM) are investigated. The conceptual CKM enabler model is used. Then, a hybrid Multi-Criteria Decision-Making (MCDM) approach is applied to identify the dependence relationships of antecedent factors by using the Analytic Network Processes (ANP) and the DEcision MAking Trial and Evaluation Laboratory (DEMATEL) techniques. The results show that the “organization” dimension is the most considerable aspect of enhancing CKM in software development. The “organization” aspect has more interaction with other aspects and activates the “technology” and “human” factors. In addition, “technology” is the second dimension that influences “human” and “organization”. Due to the importance of CKM for organizations, this study contributes to the field of CKM by extracting and rating the CKM antecedent aspects in the scope of software development.
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Researchers
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Mohsen Rezaei (Third Researcher), Arash Khosravi (Second Researcher), Morteza Rajabzadeh (First Researcher)
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