The value of a business process management system for knowledge management: a user perspective

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 12 commercial companies, yielding 242 valid responses. Partial least squares structural equation modeling (PLS-SEM) 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 significantly influence the use of BPMS for KM. Furthermore, system use and user satisfaction are found to be strong predictors 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 organizational psychology, behavioral economics and knowledge-based view, offering a solid basis for rethinking BPMS adoption dynamics.