a ANALYSIS AND DEVELOPMENT OF PROTOTYPE KNOWLEDGE MANAGEMENT SYSTEM IMPLEMENTATION TO ACHIEVE INDEX SERVICE RECOVERY IN PT BALAI LELANG XYZ Knowledge Management System Implementation to achieve service recovery index
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Abstract
Resolution of complaints that arise because of internal and external factors is the Service Recovery Index (SRI). So have to look for factors, indicators and build an SRI model that is in accordance with the readiness of implementing the Prototype Knowledge Management System in order to achieve the Service Recovery Index at PT Balai Lelang XYZ. The research method used is to use the data collection method by observing, interview and distributing questionnaires to respondents using the Prototype Knowledge Management System theory as a conceptual framework and the method of analyzing data from questionnaires with the factor analysis method. The results obtained from this study are the discovery of new factors along with the indicators of these factors as well as the ideal readiness model. The conclusions obtained are analysis factors related to the readiness of implementing the Prototype Knowledge Management System to achieve the Service Recovery Index, including: 1) Knowledge Utilization, 2) Lack of Knowledge Information, 3) Quality of Knowledge Sharing and Network Distribution
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