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Assessing job performance in brazilian digital government : the role of knowledge management systemsuse and social capital
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Diante dos desafios do governo digital, esta pesquisa busca compreender os propulsores do
desempenho laboral e organizacional na administração pública brasileira. Foi criado modelo de pósadoção
para avaliar o desempenho da administração pública mediante a utilização de sistemas de
gestão do conhecimento (KMS), com base nos conceitos de satisfação do usuário, uso enxuto de
sistemas (duração, frequência e intensidade), capital social, e liderança transformacional. Após
revisão de literatura sobre as teorias de liderança transformacional e capital social, foi analisado o
impacto destes fatores contextuais no ambiente governamental de uma agência pública brasileira
(Ministério do Meio Ambiente). Utilizando-se de abordagem empírica, a pesquisa recolheu dados de
295 funcionários públicos, após questionário on-line, e obteve como resultados que o desempenho
individual no trabalho, usando KMS, afeta positivamente o desempenho da organização, sendo
também impactado por fatores como intensidade do uso de KMS, satisfação do usuário e capital
social. A satisfação do individuo impacta o desempenho individual, sendo afetada pela frequência e
intensidade do uso do KMS, assim como pelo capital social, que desempenha relevante papel no
desempenho individual e organizacional, ampliando o relacionamento entre a satisfação do usuário e
o desempenho individual, vez que apresenta efeito moderador. O desempenho organizacional é
influenciado pela liderança transformacional, responsável por moderar as conexões entre a
performance individual e institucional. A pesquisa fornece informações relevantes para a literatura
em sistemas de gestão do conhecimento, de forma a conectar o uso de KMS com a satisfação e o
desempenho, elucidando a importância do capital social para o alcance de melhores resultados em
ambientes governamentais.
Faced with the challenges of digital government, this research seeks to clarify the drivers of individual and organizational performance in the Brazilian public administration. A post-adoption model was developed to evaluate the performance of public administration with knowledge management systems (KMS), given the concepts of user satisfaction, lean system use (duration, frequency and intensity), social capital, and transformational leadership. After literature review on theories of transformational leadership and social capital, the impact of these contextual factors on the government environment of a Brazilian public agency (Ministry of the Environment) was verified. Using an empirical approach, the survey collected data from 295 public officials, using online questionnaire, obtained as results that the individual performance at work, using KMS, positively affects the organizational performance, being also impacted by factors such as intensity of the KMS use, user satisfaction and social capital. User satisfaction impacts individual performance, being affected by the frequency and intensity of KMS use, as well as by social capital, which plays a relevant role in individual and organizational performances, amplifying the relationship between user satisfaction and individual performance, given its moderating effect. Organizational performance is influenced by transformational leadership, responsible for moderating the connections among individual and institutional performance. The research provided relevant information to the literature on KMS, to connect system use, satisfaction and performance, elucidating the importance of social capital to achieve better results in government contexts.
Faced with the challenges of digital government, this research seeks to clarify the drivers of individual and organizational performance in the Brazilian public administration. A post-adoption model was developed to evaluate the performance of public administration with knowledge management systems (KMS), given the concepts of user satisfaction, lean system use (duration, frequency and intensity), social capital, and transformational leadership. After literature review on theories of transformational leadership and social capital, the impact of these contextual factors on the government environment of a Brazilian public agency (Ministry of the Environment) was verified. Using an empirical approach, the survey collected data from 295 public officials, using online questionnaire, obtained as results that the individual performance at work, using KMS, positively affects the organizational performance, being also impacted by factors such as intensity of the KMS use, user satisfaction and social capital. User satisfaction impacts individual performance, being affected by the frequency and intensity of KMS use, as well as by social capital, which plays a relevant role in individual and organizational performances, amplifying the relationship between user satisfaction and individual performance, given its moderating effect. Organizational performance is influenced by transformational leadership, responsible for moderating the connections among individual and institutional performance. The research provided relevant information to the literature on KMS, to connect system use, satisfaction and performance, elucidating the importance of social capital to achieve better results in government contexts.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies Management
Palavras-chave
Governo digital Uso enxuto de KMS Capital social Liderança transformacional Desempenho Digital government Lean use of KMS Social capital Transformational leadership