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Publication
Satisfação dos trabalhadores na utilização de plataformas employee self service na gestão administrativa de recursos humanos
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 5.16 MB | Adobe PDF |
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Advisor(s)
Abstract(s)
A evolução da Internet revolucionou a gestão administrativa de recursos humanos, permitindo
que muitas responsabilidades de gestão de informação e gestão processual sejam atribuídas
diretamente aos trabalhadores e gestores. Neste contexto, os sistemas Employee Self Service
(ESS) emergem como uma das tendências mais dinâmicas no domínio dos sistemas de
informação de recursos humanos (HRIS), transformando a forma como os departamentos de RH
prestam serviços. O presente estudo teve como objetivo geral verificar o grau de satisfação dos
trabalhadores na interação com as plataformas ESS. Para alcançar este objetivo, foram definidos
cinco objetivos específicos: avaliar a qualidade do sistema, examinar a qualidade da informação,
investigar a qualidade do serviço, estudar a experiência do utilizador e analisar a responsividade
e compatibilidade das plataformas ESS.
A investigação seguiu uma abordagem quantitativa, tendo sido aplicado um questionário fechado
a 345 trabalhadores de uma grande empresa nacional no setor da fabricação de pasta e papel.
O questionário, desenvolvido com base no modelo Technology Satisfaction Model (TSM)
adaptado, foi aplicado através da plataforma Google Forms e incluiu 41 questões medidas numa
escala de Likert de 5 pontos. As dimensões avaliadas incluíram: Qualidade do Sistema, focada
na usabilidade e confiabilidade da plataforma; Qualidade da Informação, que mediu a clareza e
consistência das informações fornecidas; Qualidade do Serviço, centrada na eficiência do
suporte técnico; Experiência do Utilizador, que analisou a agradabilidade e facilidade de
navegação na interface; e Responsividade e Compatibilidade, relacionada ao funcionamento da
plataforma em diferentes dispositivos.
Os resultados indicaram que a eficiência do suporte técnico e a confiabilidade do sistema são os
principais preditores de satisfação, refletindo a importância de um sistema estável e de um
serviço de apoio eficiente e responsivo. A facilidade de uso e a clareza das informações também
mostraram impacto significativo na experiência do utilizador, embora de forma mais moderada.
Concluiu-se que uma abordagem integrada, que combina robustez técnica com um design
intuitivo e centrado no utilizador, é essencial para garantir uma adoção bem-sucedida das
plataformas ESS. Com base nas conclusões, recomenda-se que as empresas invistam na
melhoria contínua da interface e na formação da equipa de suporte técnico.
The evolution of the Internet has revolutionized human resources administrative management, enabling many responsibilities related to information and process management to be directly assigned to employees and managers. In this context, Employee Self Service (ESS) systems have emerged as one of the most dynamic trends within human resources information systems (HRIS), transforming how HR departments deliver services. This study aimed to verify the level of employee satisfaction in interacting with ESS platforms in HR. To achieve this goal, five specific objectives were defined: to evaluate system quality, examine information quality, investigate service quality, study user experience, and analyze the responsiveness and compatibility of ESS platforms. The research followed a quantitative approach, using a closed-ended questionnaire applied to 345 employees of a major national company in the pulp and paper manufacturing sector. The questionnaire, developed based on an adapted Technology Satisfaction Model (TSM), was administered through Google Forms and included 41 questions measured on a 5-point Likert scale. The dimensions evaluated included: System Quality, focused on the platform's usability and reliability; Information Quality, which measured the clarity and consistency of the information provided; Service Quality, centered on the efficiency of technical support; User Experience, which analyzed the pleasantness and ease of navigation of the interface; and Responsiveness and Compatibility, related to the platform's performance across different devices. The results indicated that the efficiency of technical support and system reliability are the main predictors of satisfaction, highlighting the importance of a stable system and efficient, responsive support service. Ease of use and information clarity also showed a significant impact on the user experience, though to a lesser extent. It was concluded that an integrated approach, combining technical robustness with a user-centered and intuitive design, is essential to ensure successful adoption of ESS platforms. Based on the findings, it is recommended that companies invest in continuous interface improvement and training of the technical support team.
The evolution of the Internet has revolutionized human resources administrative management, enabling many responsibilities related to information and process management to be directly assigned to employees and managers. In this context, Employee Self Service (ESS) systems have emerged as one of the most dynamic trends within human resources information systems (HRIS), transforming how HR departments deliver services. This study aimed to verify the level of employee satisfaction in interacting with ESS platforms in HR. To achieve this goal, five specific objectives were defined: to evaluate system quality, examine information quality, investigate service quality, study user experience, and analyze the responsiveness and compatibility of ESS platforms. The research followed a quantitative approach, using a closed-ended questionnaire applied to 345 employees of a major national company in the pulp and paper manufacturing sector. The questionnaire, developed based on an adapted Technology Satisfaction Model (TSM), was administered through Google Forms and included 41 questions measured on a 5-point Likert scale. The dimensions evaluated included: System Quality, focused on the platform's usability and reliability; Information Quality, which measured the clarity and consistency of the information provided; Service Quality, centered on the efficiency of technical support; User Experience, which analyzed the pleasantness and ease of navigation of the interface; and Responsiveness and Compatibility, related to the platform's performance across different devices. The results indicated that the efficiency of technical support and system reliability are the main predictors of satisfaction, highlighting the importance of a stable system and efficient, responsive support service. Ease of use and information clarity also showed a significant impact on the user experience, though to a lesser extent. It was concluded that an integrated approach, combining technical robustness with a user-centered and intuitive design, is essential to ensure successful adoption of ESS platforms. Based on the findings, it is recommended that companies invest in continuous interface improvement and training of the technical support team.
Description
Keywords
Satisfação Employee Self Service Technology Satisfaction Model Gestão de Recursos Humanos Satisfaction Human Resources Management