A DEMATEL Based Approach for Evaluating Critical Success Factors for Knowledge Management Implementation: Evidence from the Tourism Accommodation Sector

The significance of knowledge management in the tourism accommodation sector is increasingly vital due to rapid market changes and intense competition. Although the value of identifying and implementing critical success factors (CSFs) for knowledge management is widely recognized in the sector, there is still a lack of comprehensive understanding and practical application of these factors. This study employs the decision-making trial and evaluation laboratory (DEMATEL) methodology to systematically identify and analyze the interrelationships among these CSFs. The findings reveal a complex web of dependencies within this network. Specifically, leadership commitment and support is identified as the most influential CSF, acting as a fundamental element that enables the successful adoption and integration of knowledge management initiatives. Additionally, strategic alignment and a supportive organizational culture are crucial, working synergistically to ensure that knowledge management initiatives are aligned with overarching organizational goals and create an environment that encourages change and collaboration. Furthermore, the study highlights a mutually reinforcing relationship between knowledge processes, governance, and employee training. This relationship suggests that strong governance structures and clearly defined knowledge processes facilitate and improve the effectiveness of employee training programs while also creating a continuous improvement cycle where improved training further refines governance and knowledge processes. Moreover, the study highlights the integration of the ISO 30401:2018 standard as a systematic framework to support these CSFs, providing a structured approach to improve knowledge management systems. By mapping the cause-and-effect relationships among the identified CSFs, this research offers practical insights for industry professionals to effectively prioritize and address these factors.