RT journal article
T1 The value of a business process management system for knowledge management: a user perspective
A1 Martín Navarro, Alicia María
A1 Lechuga Sancho, María Paula
A1 Szelągowski, Marek
A1 Medina Garrido, José Aurelio
A2 Organización de Empresas
K1 Business process management system
K1 BPMS
K1 Knowledge management
K1 KM
K1 Knowledge management system
K1 KMS
K1 User satisfaction
K1 Perceived usefulness
K1 System use
AB Purpose – This research aims to evaluate the success of using business process management system (BPMS) as knowledge management system (KMS) by assessing user satisfaction and perceived usefulness.Design/methodology/approach – The study is based on survey data collected from employees in 12commercial companies, yielding 242 valid responses. Partial least squares structural equation modeling (PLSSEM) is employed to test a conceptual model derived from the updated information system success model (ISSM). Our model incorporates constructs related to system quality, service quality, information and knowledge quality, system use, user satisfaction and perceived usefulness.Findings – The results confirm that service quality and information and knowledge quality significantlyinfluence the use of BPMS for KM. Furthermore, system use and user satisfaction are found to be strongpredictors of perceived usefulness.Originality/value – While previous research has highlighted the relevance of BPMS for process management and acknowledged the importance of KM in these contexts, few studies have examined the role of BPMS in directly supporting KM. This study contributes novel insights by clarifying the impact of service quality on system use and by revealing how this usage influences user satisfaction and the perceived usefulness of BPMS for KM. Beyond this, our work advances theory by reversing the conventional causal ordering. Specifically, we position user satisfaction as a driver rather than an outcome of perceived usefulness, highlighting that positive user experiences shape perceptions of utility. This reinterpretation builds on insights from organizationalpsychology, behavioral economics and knowledge-based view, offering a solid basis for rethinking BPMSadoption dynamics.
PB Emerald Publishing
SN 1463-7154
YR 2025
FD 2025
LK http://hdl.handle.net/10498/39966
UL http://hdl.handle.net/10498/39966
LA eng
DS Repositorio Institucional de la Universidad de Cádiz
RD 09-nov-2026