Prioritizing critical success factors of knowledge management using FAHP: A case study in Refah Bank branches of Iran

Abstract

Therefore, this research has explained the critical success factors of knowledge management, for this purpose following previous research and literature review, research prototype was developed. In the next stage, the prototype was given to experts and after implementing amendments based on a consensus of experts opinion the components and model parameters of Li Huang’s model (2012) was the basis of the research. He has introduced the critical success factors in six categories, including cultural factors, environmental factors, organizational characteristics, individual characteristics, information technology infrastructures and knowledge management features. On the other hand, due to the influence of various factors on the process of knowledge management implementing, the multi-criteria decision making techniques were used and based on this the decision making issue was structured in three hierarchical levels. And linguistic words with their meanings were replaced in the form of triangular fuzzy numbers by gaining the knowledge and information of decision makers in the form of linguistic words through related paired comparisons questionnaire. Then the obtained data was arranged in matrix form in Excel and finally prioritization was done based on fuzzy hierarchy analysis using code writing in Excel and with the help of Super decision software. Results of this research could be used as a guide of way and a supplement for implementation of knowledge management so that the organization devote its resources such as financial and time resources to achieve and improve critical success factors of knowledge management according to the priorities of the key success factor of knowledge management.