Satisfaction ERP Systems: Impact on End-User

ERP systems are integrated information systems that can be applied in both business and non-business organizations. For business organizations it covers the entire functional enterprise that includes accounting and finance, production, sales, purchasing, personnel and other functions. These functions are separated by software modules and interconnected with the integrated data center. Implementation of ERP systems does not always provide satisfaction for end-users. This paper examines the quality of information systems and service that impact on end-user satisfaction, specifically banking companies located in Pekanbaru, Indonesia. Data analysis results reveal that the information systems and service quality partially affect end-users’ satisfaction with ERP systems and thus these findings, remind the designers of ERP systems to improve the quality  information systems and the availability of user friendly service.

phase. It is important to examine the aforementioned issues to discover the factors that contribute to the dissatisfaction of end-users of the ERP system.
According to Davis et al (1989), users view ease of use of an information system as a primary measure of its quality. DeLone and McLean (1992) define the quality of an information system by the quality of the individual characteristics of the system itself. On the other hand, quality information service is determined by user perception of the service provided by the application system.

Quality Information System and End-User Satisfaction
In order to go deeper into DeLone and McLean's findings, Chin and Todd (1995) found that job performance improves as user-friendliness and understanding of the application improves. Chin and Todd (1995) emphasized the ease of understanding and using an application system which in turn improves job performance.
It is noteworthy that the issue of ease of use of application systems has gotten attention from several researchers (Segars and Grover, 1993;Chin and Todd, 1995;McHaney and Cronan, 2001). Furthermore, the higher quality information systems will certainly produce higher quality information output because of the quality of the information and the output resulting from the information system used (DeLone and McLean, 1992). Various studies on the satisfaction of users of information systems have shown that the quality of the information systems affect the satisfaction of users (McKiney et al, 2002;Rai et al, 2002;McGill et al, 2003;Livari, 2005).

Quality Information Service and End-User Satisfaction
In general, the quality of a service is a reliable measure of survival in an increasingly competitive environment. Service quality has five basic elements: Reliability, Assurance, Tangible, Empathy, and Responsiveness. To the degree that these 5 elements are addressed, a customer will move toward satisfaction.
In the context of implementation ERP systems the five elements of service quality have to exist in order to serve end-users. Reliability refers to the ability of ERP systems to deliver accurate service to end-users. Assurance refers to the ability of ERP systems to guarantee endusers that the system works well. Tangible refers to everything that is tangible to end-users of a given system. Emphathy refers to the attention that system technicians give to end-users. This empathy practice includes listening, helping users to find solutions to their problems, understanding user anxiety, and providing ample time with the user. Responsiveness refers to the action of system technicians in responding to end-users in a timely fashion. The level of responsiveness can be tested with questions, such as how much interest the technicians have in the difficulty experienced by users, how skilled are technicians at helping users find solutions to their problems, how responsive are they to users' complaints, etc. The studies of Myers et al (1997); Istianingsih and Utami (2009);Yang et al (2004) clarified that quality service has a definite affect on users' satisfaction with any information system.

Respondents and Data Collection
This study was conducted on eight banking companies operating in Pekanbaru, Indonesia with consideration that banking companies use large amounts of advanced web-based information technology in the data processing of their customers. The banking companies in this study were BCA, BRI, Mandiri, CIMB Niaga, Permata, Danamon, Muamalat, BRI Syariah with a total of 80 respondents whose duties are related to information technology including: tellers, customer service agents, and others.

Measures of the Variable
There are three constructs in this research model: one dependent construct and two independent constructs. Measurements of the three constructs are adopted from previous research, its reliability and validity have been adequately tested. End-users' ERP system satisfaction is a dependent construct, consisting of 11 questions using a 5 Likert scale; quality information system and service quality are the independent constructs. The quality information system construct consists of 6 questions and the service quality construct consists of 15 questions all using a 5 Likert scale.
The indicators of end-user's satisfaction construct are content, accuracy, format, ease of use, and timeliness. The quality information system construct indicators are flexibility, ease of use, and reliability. Next, the service quality construct indicators are tangible, reliability, responsiveness, assurance, and emphaty.

Data Analysis
Data questionnaires filled out and returned by respondents were processed using the multiple regression equation as follows End-user's satisfaction = a + β1 Quality information system + β2 Service quality + e Where: a = constant; β1, β2 = regression coefficient; e = standard error

Descriptive Statistics
The demographic information of respondents such as gender, age, work duration, and education are presented in table 1 below: Hypothesis testing using a multiple regression model shows that the quality of an information system and the quality of service influence the end-user's satisfaction of the application system. Table 2 below presents the results of the hypothesis test.

Discussion
The regression analysis results in table 2 above show that the quality of information systems and service quality have a significant affect on end-user satisfaction of the application system in case of the ERP system. When users encounter difficulties with the information system, they will certainly not experience high satisfaction. Thus, qualified information systems have to meet flexibility, reliability, ease of use criteria. In terms of information systems services linked to enduser satisfaction, better service of an information system which is qualified by meeting tangible, reliability, responsiveness, assurance and emphaty criteria will be much more likely to satisfy end-user expectations which in turn will satisfy the end-user.

Conclusions
This study examines the end-user's satisfaction on information systems and the factors that influence it. The focus of this study was the quality of the information system itself and service quality. To test and analyze the effect of these two factors toward end-user's satisfaction, a multiple regression model was used because it has two independent variables and one dependent variable. The regression results provide empirical evidence that the quality of information systems and the quality of information systems services affect the end-user's satisfaction. These findings reinforce the results of previous research. There are many different factors that relate to end-user satisfation of information systems. One limitation of this study was that only two of these factors were tested. Based on these conclusive results, the authors of this study suggest that information systems continuously upgrade their product and service, especially considering the current rate of development and changing dynamics of information technology.