Factors Affecting Perceived Satisfaction with a BPM Tool: A Student Perspective

Abstract

This pedagogical study reports on an innovative collaboration with a business process management (BPM) software vendor. The purpose was to analyze factors affecting students’ perceived satisfaction with the vendor’s tool. Although BPM software potentially enhances organizations’ productivity, user satisfaction is necessary for realization of that goal. Students in teams participated in a process modeling and simulation assignment that required a description of their experience with the BPM tool. Analysis of students’ comments using grounded theory resulted in eight propositions and a conceptual model. User knowledge and the quality of the documentation affect perceived ease of use and the skills in report generation that result in user satisfaction. As a result of the student feedback, the vendor may modify the BPM software, which could improve perceived satisfaction and increase productivity in adopting organizations. Suggestions for teaching BPM courses offer implications for educational research.