Measuring ERP success: the ultimate users' view

Measuring ERP success: the ultimate users' view Purpose – Enterprise resource planning (ERP) is now considered to be the price of entry for running a business. However, ERP systems are complex and expensive, and the decision to install an ERP system necessitates a choice of mechanisms for determining whether ERP is needed and, once implemented, whether it is successful. User satisfaction is one evaluation mechanism for determining system success. This study develops a reliable and valid instrument for measuring ERP ultimate‐user satisfaction. Design/methodology/approach – Initial ERP system characteristics and the implementation context were investigated. Some previously validated instruments were selected for examination using rigorous interview techniques. A modified version was developed and pre‐tested. The instrument was then used to administer a test to 264 Taiwanese users that interact directly with an ERP system. Findings – The results suggest a ten‐item instrument to measure three components of ultimate‐user satisfaction in an ERP environment: ERP project team and service, ERP product, and user knowledge and involvement. Originality/value – This study has conducted a rigorous scale development procedure to establish a reliable and valid instrument for measuring ERP ultimate‐user satisfaction. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Operations & Production Management Emerald Publishing

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Publisher
Emerald Publishing
Copyright
Copyright © 2006 Emerald Group Publishing Limited. All rights reserved.
ISSN
0144-3577
DOI
10.1108/01443570610678657
Publisher site
See Article on Publisher Site

Abstract

Purpose – Enterprise resource planning (ERP) is now considered to be the price of entry for running a business. However, ERP systems are complex and expensive, and the decision to install an ERP system necessitates a choice of mechanisms for determining whether ERP is needed and, once implemented, whether it is successful. User satisfaction is one evaluation mechanism for determining system success. This study develops a reliable and valid instrument for measuring ERP ultimate‐user satisfaction. Design/methodology/approach – Initial ERP system characteristics and the implementation context were investigated. Some previously validated instruments were selected for examination using rigorous interview techniques. A modified version was developed and pre‐tested. The instrument was then used to administer a test to 264 Taiwanese users that interact directly with an ERP system. Findings – The results suggest a ten‐item instrument to measure three components of ultimate‐user satisfaction in an ERP environment: ERP project team and service, ERP product, and user knowledge and involvement. Originality/value – This study has conducted a rigorous scale development procedure to establish a reliable and valid instrument for measuring ERP ultimate‐user satisfaction.

Journal

International Journal of Operations & Production ManagementEmerald Publishing

Published: Aug 1, 2006

Keywords: Manufacturing resource planning; Customer satisfaction; Measuring instruments; Measurement, testing and instruments; Taiwan

References

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