| Research Variable | Variables | Measurement |
| knowledge management | Knowledge acquisition | 1) Knowledge is obtained from customers 2) Knowledge is obtained from employees 3) Much time is taken by an employee to get the relevant knowledge 4) Knowledge is acquired through on-job training, mentoring, seminars and conferences 5) There is a KM strategy in the company 6) Well defined processes for creation, capture, and acquisition of knowledge 7) In our company knowledge acquisition through research helps improve how resources are utilized 8) Through training there is increased capabilities in using and developing knowledge in the sector 9) We conduct research on new service, which helps employees to up-skill results in knowledge acquisition 10) In our company knowledge acquisition through research helps employees to be more competent |
| Knowledge sharing | 11) Knowledge is shared across the units 12) Knowledge is shared between supervisors and subordinates 13) People at workplace share their experiences and knowledge willingly 14) Formal channels for knowledge sharing (like meeting, courses, tours and similar activities) 15) Useful knowledge can be easily shared and acted upon 16) Our company provides incentives for knowledge sharing 17) Our company encourages employees to articulate information when sharing knowledge | |
| Knowledge application | 18) Effectively managing different sources and types of knowledge 19) Utilizing knowledge into practical use 20) Applying knowledge to solve new problems 21) Applying experiential knowledge 22) SME’S leadership has pioneered and driven KM adoption and use 23) There is a KM strategy in SME’S 24) There are continuous improvements as a result of KM application | |
| Small-Medium Enterprises (SMEs) Performance | Innovativeness | 25) Employees have capacity to generate new ideas 26) Employees are able to absorb new ideas 27) Employees are able to transform knowledge and ideas into new product, processes and systems 28) My company introduces more innovative products and services than other companies 29) My company provides information to its customers regarding new systems |
| competitive advantage | 30) KM has resulted in new products 31) KM increases the speed of response to market crises 32) KM improves existing products 33) KM generates new processes 34) KM improves existing processes | |
| customer satisfaction | 35) My company deals with customers’ suggestions or complaints urgently and with utmost care 36) My company is fast in adopting latest technology 37) KM enhances customer retention. 38) My company offers services with reasonable prices 39) My company offers free services if |