Implementasi Knowledge Management dalam Mendukung Keberlanjutan Bisnis pada UMKM Wedding Organizer: Studi Kasus TENTANGKITA Wedding Organizer Kota Medan
DOI:
https://doi.org/10.62710/xnng1k29Keywords:
Business Sustainability, Creative SMEs, Knowledge Management, Organizational LearningAbstract
This study aims to analyze the implementation of knowledge management in TENTANGKITA Wedding Organizer, examine the role of organizational learning in transforming knowledge into organizational capabilities, and explore its contribution to business sustainability. A qualitative approach with a single case study design was employed. Data were collected through in-depth interviews, observations, and document analysis involving owners, employees, customers, and prospective customers. Data were analyzed using thematic analysis supported by NVivo 12. The findings reveal that knowledge management is implemented through four interconnected processes: knowledge capture, knowledge storage, knowledge sharing, and knowledge application. Organizational knowledge is primarily derived from project experiences, customer interactions, vendor relationships, and operational problem-solving activities. The study demonstrates that organizational learning serves as a key mechanism that transforms individual experiences into collective organizational capabilities. Through this process, knowledge management contributes to improved service quality, stronger organizational reputation, and enhanced organizational adaptability. Business sustainability is achieved through three dimensions: operational sustainability, reputational sustainability, and capability sustainability. The study proposes a thematic model showing that the relationship between knowledge management and business sustainability is mediated by organizational learning. These findings contribute to the knowledge management literature by providing empirical evidence from a project-based creative service SME context.
Downloads
References
Alavi, M., & Leidner, D. E. (2001). Review: Knowledge management and knowledge management systems: Conceptual foundations and research issues. MIS Quarterly, 25(1), 107–136.
Argote, L. (2023). Organizational learning: Creating, retaining and transferring knowledge. Management and Organization Review.
Badan Pusat Statistik Kota Medan. (2024). Statistik Kesejahteraan Rakyat Kota Medan 2024. Medan: BPS Kota Medan.
Badan Pusat Statistik Kota Medan. (2025). Kota Medan dalam Angka 2025. Medan: BPS Kota Medan.
Braun, V., & Clarke, V. (2022). Thematic Analysis: A Practical Guide. Sage.
Cerchione, R., & Esposito, E. (2020). A systematic review of supply chain knowledge management research: State of the art and research opportunities. International Journal of Production Economics.
Cerchione, R., Esposito, E., & Spadaro, M. R. (2023). The spread of knowledge management in SMEs: A systematic literature review. Journal of Knowledge Management.
Davenport, T. H., & Prusak, L. (1998). Working knowledge: How organizations manage what they know. Boston: Harvard Business School Press.
De Keyser, A., Verleye, K., Lemon, K. N., Keiningham, T. L., & Klaus, P. (2020). Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature. Journal of Service Research, 23(4), 433–455. https://doi.org/10.1177/1094670520928390
Donate, M. J., & de Pablo, J. D. S. (2019). The role of knowledge-oriented leadership in knowledge management practices and innovation. Journal of Business Research.
Durst, S., & Henschel, T. (2022). Knowledge risk management in SMEs: Current state and future directions. Knowledge Management Research & Practice.
Durst, S., & Zieba, M. (2019). Mapping knowledge risks: Towards a better understanding of knowledge management. VINE Journal of Information and Knowledge Management Systems.
Dwivedi, Y. K. et al. (2023). Artificial intelligence (AI): Multidisciplinary perspectives. International Journal of Information Management.
Ferreira, J. J., Fernandes, C. I., & Ferreira, F. A. F. (2021). Firm innovation and performance. Journal of Business Research.
Foss, N. J., & Saebi, T. (2022). Business model innovation and knowledge resources. Journal of Management.
Kementerian Pariwisata dan Ekonomi Kreatif Republik Indonesia. (2023). Laporan perkembangan ekonomi kreatif Indonesia. Jakarta: Kemenparekraf.
Kolb, D. A. (2015). Experiential Learning: Experience as the Source of Learning and Development (2nd Edition). Pearson Education.
Lemon, K. N., & Verhoef, P. C. (2022). Understanding customer experience throughout the customer journey. Journal of Marketing.
Lincoln, Y. S., Guba, E. G., & Shin, M. (2021). Advances in trustworthiness and qualitative inquiry. Qualitative Inquiry.
Massaro, M., Dumay, J., & Garlatti, A. (2021). Public sector knowledge management: A structured literature review. Journal of Knowledge Management.
Miftahurrohman, & Wafiroh, S. (2022). Implementasi Knowledge Management pada UMKM Berbasis Digital.
Nonaka, I., Toyama, R., & Hirata, T. (2021). Managing Flow: A Process Theory of the Knowledge-Based Firm. Palgrave Macmillan.
Nonaka, I., & Takeuchi, H. (1995). The knowledge-creating company: How Japanese companies create the dynamics of innovation. New York: Oxford University Press.
Nugroho, & Setyawan. (2020). Penerapan Knowledge Management pada Industri Jasa Kreatif di Indonesia.
Pine II, B. J., & Gilmore, J. H. (2019). The Experience Economy: Competing for Customer Time, Attention, and Money (With a New Preface by the Authors). Harvard Business Review Press.
Prencipe, A., & Tell, F. (2001). Inter-Project Learning: Processes and Outcomes of Knowledge Codification in Project-Based Firms. Research Policy, 30(9), 1373–1394. https://doi.org/10.1016/S0048-7333(01)00157-3
Santoro, G., Vrontis, D., Thrassou, A., & Dezi, L. (2021). Knowledge management capacity and innovation. Technological Forecasting and Social Change.
Teece, D. J. (2018). Business models and dynamic capabilities *. Long Range Planning, 51(1), 40–49. https://doi.org/10.1016/j.lrp.2017.06.007
Wibowo, & Handayani. (2023). Implementasi Knowledge Management System pada UMKM Jasa.
Yin, R. K. (2018). Case Study Research and Applications: Design and Methods. Sage.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2020). Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Muhammad Farhan Gusti, Vivi Gusrini Rahmadani, Anizar Anizar (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
