Satisfação dos usuários na utilização da ferramenta de avaliação de desempenho de servidores: uma análise em uma instituição pública de ensino superior

Abstract

One of the main functions of the implementation of information systems (IS) in an organization is to provide the information needed to achieve corporate objectives, allowing the optimization of resources and organizational development. Therefore, it is necessary to carry out evaluations to verify the success of the IS and one of the most used ways is the measurement of the users' satisfaction. On the other hand, depending on the degree of satisfaction with the use of an information system, users may be resistant to using it, or else they may adopt undesirable usage alternatives. This behavior is considered “workaround”, which is still little studied in the scope of IS management. Based on this context, the work aims to identify the factors that influence the satisfaction of an information system and to verify if there is “workaround” behavior in the case of dissatisfaction. The information system here specifically is part of the SIGRH of the Federal Rural University of the Semi-Arid (UFERSA), focusing in particular on the performance evaluation functionality of its technical-administrative servers. To measure user satisfaction with the performance selfassessment form subsystem, DeLone and McLean's (2003) model of successful information systems evaluation was partially used and, as a consequence of user satisfaction, the variable was originally included “workaround” behavior based on Laumer, Maier and Weitzel (2017). The research is descriptive in nature with a predominantly quantitative approach. Data collection took place through an online questionnaire, the link of which was sent to the technical-administrative servers of that university and obtained in response to a sample of 167 users. As methods of quantitative analysis of the data obtained from the closed questions, statistical techniques of descriptive analysis, factor analysis, multiple linear regression analysis and analysis of clusters or hierarchical "cluster" were used and, for the open question, a cloud of data was generated. words. As a result, it was possible to identify five factors that most influence the satisfaction of users of the performance evaluation system, with the quality of information being the factor that had the greatest degree of influence on the user's positive satisfaction. It was found a good satisfaction of the user in the use of the self-assessment form and, with that, it was noticed that the “workaround” behavior proved to be shy. The open question made it possible to identify recommendations or opportunities for improvements to the self-assessment form subsystem, such as adding more specific assessment questions in relation to the job and the job sector; include a device that allows a more complete and targeted feedback from the evaluations carried out, and finally, insert a reminder and shortcut in a strategic location of the system during the period defined by the management for the performance evaluation.