Factors influencing professional virtual communities towards public service efficiency


  • Geeta Albert Knowledge Connections Inc.
  • Goh See Kwong School of Business, Monash University
  • Nor Takrim Ibrahim Venture Nucleus Inc.




public sector KM, Virtual communities of practice, UTAUT, DeLone & McLean


Communities of practice, which are often a central component of KM, are considered to be used to facilitate information sharing, resolve internal obstacles, and enhance mutual learning. The extensive use of ICT has enabled their transformation into a virtual environment – Professional Virtual Communities of Practice (VCoPs) – which is creating ideal conditions for collaborative information sharing and learning. This research examined factors predicting usage of the VCoP and how Malaysian public sector organisations, through their adoption, can influence their service efficiency. Based on the synthesis of the UTAUT2 and the DeLone & McLean Model of IS Success, a quantitative approach was adopted for this research. 313 valid respondent data was collected using a questionnaire from public sector organisations that had adopted a VCoP as a knowledge sharing tool. A logical sequence of methods, encompassing descriptive and inferential analysis, followed by using Structured Equation Modelling (SEM), and the SmartPLS software was conducted to determine relevant statistical tests. The findings suggest that the Malaysian Public Sector will benefit from improving their knowledge sharing environment with a VCoP system. Establishing appropriate facilitating conditions, quality knowledge and an enjoyable and up-to-date digital tool will ensure continuous usage.