Fatores influenciadores da satisfação de gestores e secretários com o uso de relatórios gerenciais: um estudo em uma Universidade Pública

Abstract

This research aims at analyzing the factors that have influenced the managers’ and secretaries’ satisfaction with the use of the budgetary statement, one of the reports issued by Sistema Integrado de Patrimônio, Administração e Contratos (SIPAC), developed by the Federal University of Rio Grande do Norte (UFRN). Methodology used has a predominantly quantitative approach, through data collection. As a data collection instrument, a questionnaire with 34 closed questions and one open question was used. Based on a theoretical model of user’s satisfaction of information systems, and after the pre-test, this instrument was applied in a sample of research of 79 managers and secretaries belonging to the academic departments located in the Central Campus of UFRN, which corresponds to 48% of the universe. Data analysis was made through descriptive and inferential statistics, in particular, analysis of main components and multiple regressions. For the content analysis of answers to the open question, the word cloud was used. Among the results obtained, it was verified that 30.8% of the sample used the report at least once a month and 28.2% never used the report. It was confirmed that, for the most part, respondents are partially satisfied with the factors that have influenced satisfaction. It was evidenced that the factors that had the greatest influence on satisfaction were the ease of use and the format of the report. In the word cloud analysis, two suggestions were more prominent: the request for a training course and the incremental improvements to minimize the difficulty of understanding the information contained in report. As a way to cover the critical points of the report raised in this research, it has proposed to offer a training course in order to clarify the factors that have more impacted the user’s satisfaction of this information system.