Satisfaction ERP Systems: Impact on End-User

Andreas Andreas; Riska Natariasari

doi:10.31258/ijesh.1.1.59-63

Authors

Andreas Andreas Department of Accounting, Faculty of Economics and Business Universitas Riau
Riska Natariasari Department of Accounting, Faculty of Economics and Business Universitas Riau

DOI:

https://doi.org/10.31258/ijesh.1.1.59-63

Keywords:

ERP system, service quality, ends users, satisfaction

Abstract

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.

Downloads

Download data is not yet available.

References

Chin, W. W., & Peter A. T. (1995). ”On the Use, Usefulness, and Ease of Use. A Structural Equation Modeling in MIS Research: A Note of Caution.” MIS Quarterly.

Davis, F. D., Richard, P. B., & Paul, R.W. (1989). ”User Acceptance of Computer Technology: A Comparison of Two Theoretical Models.” Management Science, 35(8).

Istianingsih., & Utami, W. (2009). ”The Effect of Information System User Satisfaction on Individual Performance”. University of Indonesia, Jakarta, Research Studies.

Livari, J. (2005). ”An Emperical Test of the DeLone and McLean Model of Information System Success. Database for Advances in Information Systems 36.

McGill, T. H. V., & Klobas, J, (2003). ”User Developed Application and Information Systems Success: a Test of DeLone and McLean Model. Information Resource Management Journal 16(1).

McHaney, R., & Cronan, T.P. (2001). ”A Comparision of Surrogate Success Measures in On-Going Representational Decision Support Systems: An Extension to Simulation Technology.”Journal of End-User Computing 13.

McKiney, V., Yoon, K., & Fatemeh, Z. (2002). ”The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach.”Information System Research 13.

Myers, B. L., Leon, A. K., & Victor, R. P. (1997). ”A Comprehensive Model for Assessing the Quality and Productivity of the Information Systems Function Toward a Theory for Information Systems Assessment.” Information Resources Management Journal, 10(1).

Rai, A., Lang, S.S., & Welker, R.B. (2002). Assessing the Validity of IS Success Models. An Emperical Test and Theoretical Analysis. Information System Research 13(1).

Segars, A. H., & Grover. (1993). ”Re-examining Perceived Ease of Use and Usefulness: A Confirmatory Factors Analysis.”MIS Quarterly 17.

Yang, Z., Cai, S., & Nan, Z. (2004). ”Development and validation of an instrument to measure user perceived service quality of information presenting Web portals.”Information and Management 42.