How Knowledge Management Systems Improve Decision Quality: The Roles of Information Behaviours and Values and Knowledge Self Efficacy

Abstract

This study examines the effects of system quality and knowledge content quality on decision quality, considering information behaviors and values as mediators and knowledge self-efficacy as a moderator. A quantitative, cross-sectional research design was employed, using questionnaire data collected from 393 respondents. Measurement scales were adopted from previous research. SmartPLS 4 was used to assess measurement reliability, validity, explanatory power, and structural relationships. Hypotheses were tested using path analysis, mediation analysis, and moderation analysis. The results demonstrate that system quality and knowledge content quality positively influence decision quality. Information behaviors and values significantly mediate both relationships, indicating that information-related practices help translate technological and knowledge resources into effective decisions. Furthermore, knowledge self-efficacy positively moderates the relationship between information behaviors and values and decision quality. All five hypotheses were supported, demonstrating the importance of technological characteristics, information utilization, and individual confidence in explaining decisionmaking outcomes. This study integrates information systems success, information culture, and social cognitive perspectives within a unified conceptual framework. Its originality lies in examining direct relationships, mediation mechanisms, and moderation effects simultaneously. Practically, the findings encourage organizations to improve system reliability, maintain high-quality knowledge, promote effective information-sharing practices, and strengthen employees’ confidence in applying knowledge. These strategies may support more informed, consistent, and effective organizational decision-making.