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Knowledge Management System Development to Improve Customer Service Quality on a Cake Shop

Year: 2025

Type: article

Abstract: This study aims to develop a WordPress-based Knowledge Management System (KMS) to enhance customer service quality at "PUKIS CIKME" shop. The knowledge transformation process utilizes the SECI (Socialization, Externalization, Combination, Internalization) method, mapping tacit and explicit knowledge flows within the organization. The system is designed to simplify information management, support employee collaboration, and provide a formal two-way feedback channel between employees and management. The KMS development follows partial KMSLC (Knowledge Management System Life Cycle) stages, including knowledge capture, blueprint design, and system verification. The result is a WordPress-based system that is flexible, user-friendly, and adaptable to business needs. This system enables improved operational efficiency, employee innovation, and responsiveness to customer needs. Thus, implementing the KMS significantly contributes to enhancing the shop's productivity and sustainability.

Source: Kurawal - Jurnal Teknologi Informasi dan Industri

DOI: 10.33479/kurawal.v8i1.1189

Authors: Haveiszal Faroqie, Monica Mey Jesika Rani, Muhammad Nurwegiono

Institution: Universitas Ma Chung

Language: English

Topic: Knowledge Management and Sharing

Subfield: Communication

Field: Social Sciences

Domain: Social Sciences

SDG: Industry, innovation and infrastructure

Open Access status: hybrid

OpenAlex ID: W4409017863

FWCI:

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