Integration Capability of Information Systems and Job Performance: The Intervention of Internal Process Knowledge and Role Clarity

This article analyzes the influence of the integration capability of management information systems (MIS) on job performance, with the intervention of internal process knowledge through MIS and role clarity in objectives and processes. Structural equation modeling was applied to the data from a survey with 257 public servants at an institution responsible for overseeing the judicial function of the State. Results indicate that the integration capability of MIS enhances job performance indirectly, mediated by internal process knowledge through MIS and role clarity in processes. The serial mediation reveals that the integration capability of MIS fosters internal process knowledge through MIS, which influences role clarity in processes, ultimately impacting job performance. Role clarity in objectives did not present statistical significance in the serial mediation, suggesting a greater focus on processes over objectives. The findings provide insights, consistent with the resource-based view (RBV), by demonstrating in serial mediation that interpersonal factors mutually reinforce each other to foster job performance. Understanding these complementarities enables the promotion of improvements in public services offered to citizens.