The Shocking Reason Employees Won't Use Your Software (Why Satisfaction is the Key to Tech Adoption)

Описание: The 2025 study published in the Business Process Management Journal investigated the factors that make a business system successful from the employee’s point of view, specifically exploring the idea of leveraging an existing Business Process Management System (BPMS)—the central operating system for core business processes—to also manage Knowledge Management (KM) by embedding knowledge directly into workflows. Analyzing key pillars like Service Quality, System Quality, and Information Quality across over 200 employees, the researchers found that Information Quality (accurate and helpful content) was the biggest driver for system usage, while System Quality (the software's speed or stability) had statistically *zero effect* on whether people used the system. Crucially, the study uncovered that the link between user satisfaction and perceived usefulness was the most powerful connection, demonstrating that **satisfaction literally creates the perception of value**; users feel satisfied with the experience first, and that positive feeling is what makes them decide the tool is useful. Therefore, successful technology adoption requires companies to create a virtuous circle by prioritizing great information and responsive IT support, recognizing that user satisfaction is the single biggest predictor of value, challenging the focus on merely tracking logins and features.

Source: Martín-Navarro, A., Lechuga Sancho, M. P., Szelągowski, M., & Medina-Garrido, J. A. (2025). The value of a business process management system for knowledge management: a user perspective. Business Process Management Journal, 1–32. https://doi.org/10.1108/BPMJ-03-2025-0261

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