ASSESSING KNOWLEDGE SHARING BEHAVIOUR AMONG EMPLOYEES IN PERSPECTIVE OF GRAMMEN PHONE CUSTOMER SERVICE DEPERTMENT

Abstract

Knowledge sharing among employees is very much important as recently there are many organizations that are encouraging knowledge sharing behavior among employees in order to meet the organizations goal or objectives. Knowledge sharing basically helps employees to new understanding their jobs and it also brings personal recognition within the department. There are certain other parameters such as commitment, reward system, culture, social interaction, trust and technology which are related to knowledge sharing. The commitment of the employees in the organization is one of the key issues in making the employees to share their knowledge. When employees levels of commitment is high then they are more willing and work effectively for organization. Reward is also one of the effective factors which will encourage people to share knowledge with others. Knowledge is shared only because monetary values are obtained if it is withdrawn then knowledge sharing behavior will decline. In an organization with knowledge sharing culture, people would share their ideas and exchange knowledge with others because they treat this culture as natural, rather than they are force to share their knowledge with others. Many organizations encourage motivating their employees to interact more among them by providing rest rooms or provide food or drinks for them in order to develop the social interaction. Many people are willing to share their knowledge with others if they feel that the person is honest and can be trusted. Hence, high level of interpersonal trust correlates with high levels or willingness to knowledge sharing. Through technology, employees not only can share their knowledge internally but they can share even across a wide geographical separation. Technology makes people easily to access and more willing to share their knowledge because it suits for those who are shy or very busy and prefer to avoid face to face interaction. The research basically intends to investigate the relationship of knowledge sharing among employees related to commitment, culture, social interaction, trust and technology in perspective of Grammen Phone Customer service department. It is a correlation study, which is measured among the studied variables stated: commitment, reward system, culture, social interaction, trust, technology and knowledge sharing. The sample for the study was the employees of Grammen Phone Customer Service Department. The questionnaires were distributed among 80 respondents and all the questionnaires have been taken as the data for the study. The analysis of the data was done with a statistical tool which is SPSS version 12. The correlation analysis was performed in order to assess the hypothesis. The value of alpha, mean and standard deviation was also even found. The value of alpha proves that the questionnaires are very much appropriate in order to progress the research. Therefore focusing on the contract center of Grammen Phone, the current study was meaningful to assess the knowledge sharing behavior among employees.