Analysis of Internal and External Factors Influencing User’s

Knowledge Sharing Behavior on TMC Polda Metro Jaya’s

Twitter Using Theory of Planned Behavior

Annisa Monicha Sari A. Nizar Betty Prahastiwi Utari Solikin

Faculty of Computer Hidayanto Purwandari Faculty of Social and Senior Lecturer
Science Faculty of Political Sciences STMIK Bina Insani
Faculty of
University of Indonesia Computer Science University of Sebelas Bekasi, Indonesia
Computer
Jakarta, Indonesia University of Maret solikin.gitik@gmail.com
Science
annisa.monicha@gmail.com University of Indonesia Surakarta, Indonesia
Indonesia Jakarta, Indonesia prahastiwi@staff.uns.ac.id
Jakarta, bettyp@cs.ui.ac.id
Indonesia
nizar@cs.ui.ac.id

Abstract— As the commitment of TMC (Traffic Management
Centre) Polda Metro Jaya to create an orderly traffic area, Polda
Metro Jaya provides interactive information to users for 24 hours
per day through TMC Polda Metro Jaya’s Twitter account
(hereinafter referred to as TMC Polda’s Twitter). To increase the
effectiveness of knowledge sharing via TMC Polda’s Twitter, we
need to know the motivations of knowledge sharing behavior. This
study investigates two-dimensional factors, which are the internal
factors and external factors, that encourage users’ activities to
share knowledge via TMC Polda’s Twitter. This study also adopts
the theory of planned behavior (TPB) as a framework to
understand the influence of attitudes toward knowledge sharing
behavior. The respondents of this study are 416 followers of TMC
Polda’s Twitter. Structural equation modeling (SEM) with AMOS
22.0 tools was used to test this research. This study concludes that
enjoyment in helping and information seeking are the internal
factors that significantly influence the attitude of knowledge
sharing, while only norm reciprocity that has positive significant
influence on knowledge sharing behavior from the external
factors.
Keywords— Account promotion, AMOS, external factors,
internal factors, knowledge collecting behavior, knowledge
contributing behavior, knowledge sharing, TPB.
I. INTRODUCTION
Nowadays, organizations or companies have realized the
importance of knowledge sharing activities to create a
company's competitive advantage. Through knowledge sharing
activities, creating opportunities to learn, new knowledge-
producing processes, innovation capability improvement, lower
production costs for enterprises and improved company
performance [1]. Knowledge sharing activities can be done in
various ways, one of them through Twitter social media.
Twitter is referred as a source of real-time information and
knowledge that has a significant influence on the effectiveness
and strategy of the company [2]. TMC Polda Metro Jaya
utilizing Twitter via TMC Polda’s Twitter account to
communicate in real-time to the community, so creating an
orderly traffic area effectively and efficiently. This also one
step the government to open data to the public by providing
traffic information to increase social and commercial value,
transparancy and participatory governance [27].
Based on the observation on TMC Polda’s Twitter,
knowledge sharing activity through TMC Polda’s Twitter has
not been effective, which dominated by the police. This is
supported by the sample data that is as much as 68% of users
provide knowledge less than 2 times a month (see Table 1), so
that knowledge sharing activities via TMC Polda’s Twitter
needs to be optimized.
Past researches that discuss factors affecting knowledge
sharing behaviors have been pretty much done in [3],[4],[5].
Past research in [28] also define that technology affects the
intention to share knowledge, while [4] developed Social
Cognitive Theory in acquisition of knowledge, and [6] analyzed
internal and external factors affecting employees' information
security knowledge sharing (ISKS) in a company adding
Triandi’s model which have a different context from this
research. Furthermore, past research also analyzed knowledge-
sharing behavior in virtual communities are influenced by
individual and social factors [3]. But the real behavior is not
directly influenced by a motivation. Individuals who already
have the motivation in him to perform an action will not
necessarily produce an actual behavior. According to [7] the
best behavior of the individual is determined by intention [8],
ie how strongly individuals are willing to try, how much of an
effort will individual mobilize in order to perform actual
behavior.
Therefore, in this study try to analyze the internal and
external factors that encourages users to do knowledge sharing
via TMC Polda’s Twitter using the TPB and its influence on the
level of promotion of TMC Polda’s Twitter account. By
knowing these internal & external factors, the users and the
Polda Metro Jaya can maximize these factors to produce
effective and efficient knowledge for TMC Polda and traffic
users.
II. THEORETICAL BACKGROUND
A. Internal & External Factors
Internal motivation, or called by internal factor refers to the
act of doing things based on interest or pleasure. When
individuals are internally motivated, the individual will commit
an act of pleasure or challenge rather than as a boost, pressure
or reward [9]. In his research, Ryan & Deci [9] concluded that
internal motivation allows the transfer of tacit knowledge with
the conditions of the failure of external motivation.
Furthermore, external motivation is profit gained when sharing
knowledge [10].
B. The Theory of Planned Behavior
Theory of Planned Behavior, or more commonly known
as TPB is a theory which provides a framework for studying
attitudes toward the behavior, where the intention behavior is
most important determinant of a person's behavior [11]. TPB
was developed by Ajzen and Martin Fishbein Icek in the 1970s,
this theory is the result of the development of the TRA (Theory
of Reasoned Action). Reference [7] in [8] explains the best
behavior of individuals is determined by the intention of
individuals, where the attitude, subjective norms and Perceived
Behavioral Control (PBC) influenced the intention. Attitude is
positive or negative feelings people doing things. Furthermore,
subjective norm is the individual's perception should or not do
something, influenced by the people who are important to the
individual, while the PBC is an individual's perception of
difficult or easy to do something [10].
III. RESEARCH MODEL AND HYPOTHESES
Variables selection and model development in this study
was adopted from research conducted by Nader Sohrabi Safa
and Rossouw Von Solms in 2016, which aims to analyze factors
affecting employees to share information security knowledge in
a organization and its effects to reduce the risk that occur in
information security based on TPB. We were also adopted
internal and external factors conducted by Hsin Hsin Chang &
Shuang-Shii Chuang in 2011. In addition, this study also
adopted study conducted by Chen and Hung in 2010 to explain
the level of promotion of TMC Polda’s Twitter account.
Briefly, this study used two factors that encourage users to
do knowledge sharing on TMC Polda’s Twitter, internal factors
and external factors. The internal factors include enjoyment in
helping, self image, and information seeking. While external
factors include social interaction and norm reciprocity. In
addition the author also uses TPB that consists of attitude,
subjective norm and PBC which determine the intention of user
behavior.
A. Internal Factors
Knowledge sharing can occur in individuals when the
individual is motivated [3]. In this study, when individuals are
stuck in a traffic jam, or a traffic accident occurs. The individual
then shares his knowledge via TMC Polda’s Twitter based on
the pleasure to help others. Information and communication
technology by utilizing the internet provides an unprecedented
choice as a medium for social interaction and is seen as an
opportunity to seek and share information/knowledge [12].
Based on Director of traffic of Polda Metro Jaya Kombes Pol.
Condro Kirono, TMC Polda’s Twitter provides information for
users related to traffic congestion in Jabodetabek and Twitter is
the most effective supporting technology to provide brief
information and fast (metro.news.viva.co.id). Self image
expression is an expression of person’s status and if it is
effectively done within an organization, media users will try to
establish their own identity [13]. In this research, TMC Polda
users share information/knowledge about traffic in order to be
known by others, because followers see him/her on Twitter.
Therefore, the authors propose the following hypothesis:
H1. Enjoyment in helping other has a positive effect on user’s
attitude towards intention of knowledge sharing through TMC
Polda’s Twitter.
H2. Information seeking has a positive effect on user’s attitude
towards intention of knowledge sharing through TMC Polda’s
Twitter.
H3. Self image expression has a positive effect on user’s
attitude towards intention of knowledge sharing through TMC
Polda’s Twitter.
B. External Factors
Social interaction is the process of building and creating
social bonds, thus arising a tendency to create relationships
[14]. The greater the social interaction is built, the greater the
intensity and frequency the more extensive knowledge
exchange will result [6]. So, the more social ties that TMC
Polda’s Twitter users get, the wider the exchange of knowledge
and the lintary they acquire. TMC Polda’s Twitter users in
knowledge sharing are encouraged to share their knowledge via
TMC Polda’s Twitter, in order users get benefit the same as they
have done to others. In [1] states that, people who share
knowledge within the online community believe in the principle
of reciprocity. Therefore, the authors can formulate the
following hypothesis:
H4. Social interaction has a positive effect on user’s attitude
towards intention of knowledge sharing through TMC Polda’s
Twitter.
H5. Norm reciprocity has a positive effect on user’s attitude
towards intention of knowledge sharing through TMC Polda’s
Twitter.
C. Attitude, subjective norms and perceived behavioral H10a. Knowledge contributing behavior has a positive effect
control on TMC Polda’s Twitter account.
The degree a person has a favorable or unfavorable
evaluation is defined as attitude [15]. Users who have H10b. Knowledge collecting behavior has a positive effect on
confidence that the attitude of sharing traffic knowledge via TMC Polda’s Twitter account.
TMC Polda’s Twitter is something that is profitable for him, F. Enjoyment in helping other interconnected on user’s
will show intention to share knowledge through it. According attitude towards intention of knowledge sharing through
to [16], PBC includes resources or knowledge in using TMC Polda Mettro Jaya’s Twitter
technology, technological facility conditions and individual
Traffic users who are stuck for hours, may will share their
ability to perform an activity easily. In this study, PBC is
traffic knowledge through TMC Polda’s Twitter happily and
defined as the ability of individuals to conduct knowledge
there is hope that others will not be stuck in traffic as they are.
sharing activities through TMC Polda’s Twitter,
In addition, it is also hoped that one day in the future they can
information/knowledge of traffic and technology facilities such
also avoid the congestion used knowledge which shared by
as smartphones, internet, or laptop. Subjective norms are social
others. If one receives the benefit of society, they are willing to
pressures that are felt whether or not to do something [15]. In
provide a help to others because of the norm reciprocity [14].
this study, social pressure are a friend, colleague or friend who
Therefore, the authors formulate the following hypothesis:
encourages individuals to share their traffic knowledge through
TMC Polda’s Twitter. Therefore, the authors can formulate the
H11. Enjoyment in helping other interconnected on user’s
following hypothesis:
attitude towards intention of knowledge sharing through TMC
Polda’s Twitter.
H6. Attitude has a positive effect on user’s intention towards
knowledge sharing through TMC Polda’s Twitter.
Based on the above hypotheses, research model can be seen in
Figure 1.
H7. Subjective norms has a positive effect on user’s intention
towards knowledge sharing through TMC Polda’s Twitter.

H8. Perceived behavioral control has a positive effect on user’s

intention towards knowledge sharing through TMC Polda’s
Twitter.
D. Intention
According to [5] intention is an individual mental
condition that shows commitment to perform certain actions,
current or in the future. The intention of an individual
determines the individual's best behavior [7]. Individuals who
have intentions to share knowledge through TMC Polda’s
Twitter demonstrate a commitment to share traffic knowledge
as evidenced by knowledge sharing behavior. In this study, the
authors formulate the following hypothesis:

H9a. Intention has a positive effect on knowledge contributing

behavior through TMC Polda’s Twitter.
H9b. Intention has a positive effect on knowledge collecting
behavior through TMC Polda’s Twitter.
E. Account promotion of TMC Polda’s Twitter
Followers of TMC Polda Metro Jaya can provide valuable
traffic information/knowledge to other users through TMC
Polda Metro Jaya account. Knowledge in the form of
post/display or intensive online interaction often has the
potential to support the behavior of mutual help and support
social activities [4]. So when users of TMC Polda’s Twitter
ggressively participate in knowledge sharing activities, they are
more likely to promote TMC Polda Metro Jaya's account to
other users, as well as invite new individuals to contribute.
Fig. 1. Research Model
IV. RESEARCH METHODOLOGY
This study uses a quantitative approach. Questionnaire and
a Likert scale was used to collected the data. SEM (Structural
equation modeling) is a statistical technique used to process and
analyze data. The main reason for using SEM because SEM
provides a mechanism that explicitly considers measurement
error in observed variables. Feasibility test of measurement
model and structural model is used in this research to determine
whether the research model is fit with the data using the AMOS
22.0 tools.
A. Data Collection [23,31]for reliable model values of CA> 0.8 or 0.9 or 0.7, CR •
The criteria used in this study are the people who have 0.7 and AVE value • 0.5.
followed the Twitter account of TMC Polda, ever collect Convergent validity can be seen from the value of loading
information/knowledge, disseminate information/ knowledge, factor and AVE [23]. Adequate AVE values are above 0.5 [23]
or provide information/knowledge from or to TMC Polda’s [17].
Twitter. Data was conducted from March 15, 2016 until April
24, 2016. Data collection was stopped after obtaining the Table 2. The Values of AVE, CR and CA
Construct AVE CR CA
minimum amount of sample required for data processing using Enjoyment in helping 0.633 0.838 0.838
SEM, i.e 200 samples. In this study, obtained 416 sample Information seeking 0.568 0.797 0.890
respondents. Questionnaires were developed using 5-point Self image 0.672 0.891 0.790
Social interaction 0.663 0.854 0.852
Likert scale : from 1) strongly disagree to 5) strongly agree. At Norm reciprocity 0.577 0.803 0.800
the time of distributing the questionnaire, it was explained that Attitude 0.717 0.884 0.871
the data will be kept confidential, only for academic purposes. Perceived behavioral control 0.612 0.825 0.830
Subjective norm 0.736 0.892 0.890
To ensure an understanding of the questionnaire question, the Intention 0.586 0.876 0.900
questionnaire was tested first. Account promotion 0.711 0.908 0.909
Knowledge collecting behavior - - -
B. Demography Knowledge contributing behavior - - -
To speed up the data collection, questionnaires are
distributed online using Typeform. The data is distributed via
Direct Message or create a new Tweet on Twitter app. The data Table 3. The Result of Structural Model Test
is also distributed through private/group chat, such as Hypothesis PATH C.R P Conclusion
H1 AttitudeĸEnjoyment in helping 4,084 *** Accepted
Whatsapp, Blackberry Messenger and Facebook. Data is H2 AttitudeĸInformation Seeking 9,251 *** Accepted
distributed to all jurisdictions of Polda Metropolitan Jakarta H3 AttitudeĸSelf Image 0,337 0,736 Rejected
Raya. Table 1 show the demographics of respondents H4 AttitudeĸSocial Interaction -2,258 0,024 Rejected
H5 AttitudeĸNorm Reciprocity 2,614 0,009 Accepted
H6 Intention ĸ Attitude 3,102 0,002 Accepted
Table 1. Respondent’s characteristics
H7 Intention ĸ Perceived Behavior 9,614 *** Accepted
Control
H8 IntentionĸSubjective Norm 6,988 *** Accepted
H9a Knowledge contributing behavior 5,328 *** Accepted
ĸ Intention
H9b Knowledge collecting behavior ĸ 3,88 *** Accepted
Intention
H10a Account Promotion ĸKnowledge 2,135 0,033 Accepted
contributing behavior
H10b Account Promotion ĸKnowledge 0,93 0,352 Rejected
collecting behavior

Table 4. The Result of Coeficient of Covariance Between Exogenous

Variables
Hypothesis PATH C.R P Conclusion
H11 Enjoyment in helping <--> 5,831 *** Accepted
Norm reciprocity

Furthermore a model passes the discriminant validity test if the

V. RESULTS
A. Measurement model
In the measurement model, there are several criteria to
perform the test are indicators of reliability, internal consistency
reliability, discriminant validity and convergent validity [17].
Indicator reliability can be seen from the value of loading
factor. The absolute standard of the loading factor value must
be higher than 0.70 [24]. Internal consistency can be seen from
the value of Cronbach's Alpha (CA), composite reliability (CR)
and Average Variance Extracted (AVE). According to
quadratic value of AVE > the value of the correlation of another
variable, where the AVE quadratic value is described as a
construct residing on the diagonal correlation matrix [18]. The
full results of AVE, CR and CA calculation for each variable
can be seen in Table 2. After the above criteria are met, then the
Goodness of Fit test is done to know how fit the model with the
research data obtained [25]. In this research, several criteria are
used to perform goodness of fit testing. The value of chi-square,
GFI, CMIN / df, CFI, TLI, RMR, RMSEA has reached a good
fit value range. DF was 538 (smaller than DF before
modification), Chi-squre was 1,934 (smaller than chi-squre
before modification), GFI was 0.855 (good fit), RMR was 0.174
(good fit), CMIN / Df was 1,934 (good fit), CFI was 0,940
(good fit), NFI was 0,884 (marginal fit), TLI was 0,929 (good
fit), and RMSEA was 0,049 (good fit). The GOF indicators
indicate that the model is fit, so that we can continue to the
structural model test. Based on the AMOS 22.0 output, there
are 3 hypotheses rejected from a total of 13 hypotheses.
Structural model test results can be seen in Table 3 and 4.
VI. DISCUSSION AND CONCLUSION
A. Discussion
The enjoyment in helping has a significant influence on
knowledge sharing attitude through TMC Polda’s Twitter.
These findings indicate that, the attitude of TMC Polda’s
Twitter users in sharing knowledge is motivated by the pleasure
of helping other, this is consistent in [3],[19],[20] ,[29]. Self-
image factor have not a significant influence on knowledge
sharing attitude through TMC Polda’s Twitter. These findings
differ from research in [3],[21],[5]. Self-image in the company
relates to the employee's career, thereby enhancing the positive
self-relation status with knowledge-sharing behavior. It was
contrast to the object of this research. TMC Polda’s Twitter
users is not motivated to improve self status but to obtain or
provide traffic information, as the information seeking factor is
the strongest significance among the three factors proposed in
this study.
In external factors, the reciprocity norm has a positive
effect on knowledge sharing attitude through TMC Polda’s
Twitter, this finding is consistent in reseach at [22] [26]. When
they share information/knowledge about congestion, the user
believes that someday they also gain similar traffic knowledge
in the future, both from the police, as well as from other users.
Furthermore, social interaction factor was related significantly
but negatively. This indicates that, the greater the frequency of
users sharing knowledge through TMC Polda’s Twitter, then
their relationship (social interaction) with other users
decreased, which indicates that their focus is not to establish
social relationships such as friendship with other users, but to
share traffic knowledge.
In this study, attitude, PBC, and subjective norms have a
significant influence on the intention of sharing traffic
knowledge through TMC Polda’s Twitter. The intention to
share knowledge is determined by the attitude, which mean
degree or evaluation of person about profitable or unprofitable
his or her behavior. The greater the belief in knowledge sharing
behavior through TMC Polda’s Twitter, the greater their
intentions to share the knowledge of traffic.
Furthermore, PBC has the greatest strength of other
predictors in TPB. This means that when TMC Polda’s Twitter
users have resources, such as traffic information, and
technology to disseminate information/knowledge through
Twitter, they will show a larger share of traffic knowledge
behavior than those influenced by internal and external factors,
or subjective norm. In addition, subjective norms have a
significant effect on knowledge sharing intention via TMC
Polda’s Twitter.
The intention of sharing traffic knowledge influence the
behavior of contributing and collecting knowledge through
TMC Polda’s Twitter. The intention of knowledge contributing
behavior has a stronger influence than knowledge collecting
behavior. This shows that TMC Polda’s Twitter users more
often give traffic knowledge, rather than collect traffic
knowledge. This finding may also be associated with PBC
which has the most significant influence among TPB predictors.
Individuals tend to show intentions of sharing knowledge when
they have resources to be shared like congestion information.
As a metropolitan city that has heavy traffic activity, there will
be a lot of traffic problems, so the problem will be a resource
for users to be shared via TMC Polda’s Twitter. Therefore, the
intention toward behavior contributing knowledge in this study
has greater effect than the intention toward knowledge
collecting behavior.
Knowledge contributing behavior have a significant and
positive influence on the level of promotion of TMC Polda’s
Twitter account. When users use the @TMCPoldaMetro
hashtag on their account, that activity will be visible to other
people being searched @TMCPoldaMetro or by other users
who are friends of that user. Based on the findings, the more
frequent TMC Polda’s Twitter users show the behavior of
contributing knowledge, the greater level of promotion TMC
Polda’s Twitter account. Research in [4] was proved true with
this research. However, in this study knowledge collecting
behavior did not have a significant relationship to the level of
promotion of TMC Polda’s Twitter account. Research in [4] is
not proven true in this study.
In this study, enjoyment in helping was significantly related
to reciprocity norm. These findings prove the study of [1]. TMC
Polda’s Twitter users loves to share their traffic knowledge
because they expect similar help when they are in the same
situation in the future. TMC Polda’s Twitter users shows a
shared attitude of knowledge because they want to reciprocate
their past events (reciprocal norms).
B. Conclusion
Based on data analysis result, it was found that factors that
encourage knowledge sharing attitude through TMC Polda’s
Twitter was enjoyment in helping and information seeking (as
internal factor) and norm reciprocity as an external factor. The
three factors were significantly related to attitude of knowledge
sharing through TMC Polda’s Twitter, while social interaction
was significant but negatively towards attitude of knowledge
sharing. The three predictors in the TPB, attitude, PBC and
subjective norms significantly influence intention to share
knowledge through TMC Polda’s Twitter. Intention was related
to knowledge contributing behavior and knowledge collecting
behavior through TMC Polda’s Twitter. Furthermore, the level
of promotion of TMC Metro Jaya's Twitter account turned out
to be influenced only by knowledge contributing behavior,
while knowledge collecting behavior does not significantly
affect the level of promotion of TMC Polda’s Twitter account.
VII. LIMITATION AND FUTURE WORK
Respondents in this study mostly have a profession as a
student. To get the result that represents all answers of TMC
Polda’s Twitter users, the data should also cover the whole
society not only as a student. In the next study, it can add other
variables such as knowledge utilization to know how much
knowledge sharing behavior through TMC Polda’s Twitter
against the level of traffic knowledge utilization by the
community to create an orderly traffic area.
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