Toward customer knowledge management enablersin enterprise software development companies:multi-criteria decision-making model

In this research, antecedent factors of Customer Knowledge Management (CKM) areinvestigated. The conceptual CKM enabler model is used. Then, a hybrid Multi-CriteriaDecision-Making (MCDM) approach is applied to identify the dependence relationshipsof antecedent factors by using the Analytic Network Processes (ANP) and the DEcisionMAking Trial and Evaluation Laboratory (DEMATEL) techniques. The results showthat the “organization” dimension is the most considerable aspect of enhancing CKMin software development. The “organization” aspect has more interaction with otheraspects and activates the “technology” and “human” factors. In addition, “technology”is the second dimension that influences “human” and “organization”. Due to theimportance of CKM for organizations, this study contributes to the field of CKM byextracting and rating the CKM antecedent aspects in the scope of software development.

Keywords:

DEMATEL , Analytic Network Process , Customer relationshipmanagement , Customer knowledge management , Software quality , Multi-criteriadecision making.