Assessing Implementation of Knowledge Management Systems in Banks, a Case of Ghana

Abstract

This study was carried out to determine whether the investments made in KMS have helped the banks to gain competitive advantage or not, and the extent to which the KMS have helped the bank to achieve their objectives. 27 licensed banks by the Central Bank of Ghana participated in the survey, representing 100% participation rate. The study used structured questionnaires (open and close ended questions) and interview to collect data and the findings were analyzed using the SPSS software and presented by use of descriptive statistics. The study revealed that the KMS are for the tracking and the management of the bank’s operations both internally and externally. The KMS thus handles both front and back office operations and transactions. It also handles both clients and staff data and records. The conclusion reached is that investments in KMS enables the banks to achieve their objectives and helps it gain a better corporate image and improved performance.

Keywords: Knowledge, Knowledge Management (KM), Knowledge Management Systems (KMS), Banking Information System (BIS)