The impact of User-Characteristics and Organizational-Characteristics on End-user Satisfaction with Enterprise Resource Planning (ERP) systems

https://doi.org/10.35912/ijfam.v5i1.1295
Published: Jun 21, 2023

Abstract:

Purpose: This study aims to examine characteristics that influence end-user satisfaction with ERP systems within the Sri Lankan context to understand what critical factors should be considered in the ERP decision-making processes.

Research methodology: Data collection is conducted through an online questionnaire targeting end-users of ERP systems belonging to various industries.

Results: The study found a significant relationship between five user characteristics and end-user satisfaction, as well as the significance of usability to end-user satisfaction. Minimal memory load was found to have no significant relationship with end-user satisfaction. In terms of organisational characteristics, user training and top-management support had a significant influence on end-user satisfaction as well.

Limitations: Since this study is on ERP systems such as SAP, IFS, and Oracle with a high industry focus, organisations that do not use commercial ERP systems are not considered particularly public-sector organizations.

Contributions: Although previous studies emphasised various factors that contributed to implementation failures, those factors have not been given importance to end-user satisfaction or the success of an ERP system. Within the Sri Lankan context, ERP implementations are still in the early stages, so it would be very useful to understand the factors that affect user satisfaction with such systems.

Novelty: The findings identify what factors ERP vendors can focus on when making changes to their commercial products and give managers an idea of what factors they should consider when choosing the right ERP system for an organization.

Keywords:
1. End-user Satisfaction
2. EPR System
3. Perceived ease of use
4. Perceived usefulness
5. Organizational support and training
Authors:
1 . S M Chaturika Seneviratne
Department of Accounting, University of Sri Jayewardenepura, Sri Lanka
2 . Lashini Colombage
Department of Accounting, University of Sri Jayewardenepura, Sri Lanka
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How to Cite
Seneviratne, S. M. C. ., & Colombage, L. (2023). The impact of User-Characteristics and Organizational-Characteristics on End-user Satisfaction with Enterprise Resource Planning (ERP) systems. International Journal of Financial, Accounting, and Management, 5(1), 75–95. https://doi.org/10.35912/ijfam.v5i1.1295
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Issue & Section
Vol. 5 No. 1 (2023): June
Articles
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References

    Abbasi, S., Zamani, M., & Valmohammadi, C. (2014). The effects of ERP systems implementation on management accounting in Iranian organizations. Education, Business and Society: Contemporary Middle Eastern Issues.

    Basoglu, N., Daim, T., & Kerimoglu, O. (2007). Organizational adoption of enterprise resource planning systems: A conceptual framework. The Journal of High Technology Management Research, 18(1), 73-97.

    Calisir, F., & Calisir, F. (2004). The relation of interface usability characteristics, perceived usefulness, and perceived ease of use to end-user satisfaction with enterprise resource planning (ERP) systems. Computers in Human Behavior, 20(4), 505-515.

    Chang, M.-K., Cheung, W., Cheng, C.-H., & Yeung, J. H. (2008). Understanding ERP system adoption from the user's perspective. International Journal of Production Economics, 113(2), 928-942.

    Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340.

    Edirisinghe, S. D., & Roshantha, L. (2018). Statistical Analysis on Enterprise Resource Planning Systems (ERP) On End User Satisfaction. IOSR Journal of Business and Management, 20(7), 24-34.

    Edirisnghe, S. D. (2018). Impact of Enterprise Resource Planning Systems (ERP) On End User Satisfaction: Presenting a Conceptual Framework. International Journal of Research in Management, Economics and Commerce, ISSN, 2250-2057.

    Hancerliogullari Koksalmis, G., & Damar, S. (2019). Exploring the adoption of ERP systems: An empirical investigation of end-users in an emerging country Industrial engineering in the big data era (pp. 307-318): Springer.

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    Hsu, L. L., & Chen, M. (2004). Impacts of ERP systems on the integrated?interaction performance of manufacturing and marketing. Industrial Management & Data Systems.

    Kulathunga, D., & Fernando, M. (2019). User satisfaction factors of ERP systems: The case of a manufacturing company in Sri Lanka. European Journal of Business and Management, 11(33), 105-114.

    Lee, S. M., Kim, I., Rhee, S., & Trimi, S. (2006). The role of exogenous factors in technology acceptance: The case of object-oriented technology. Information & Management, 43(4), 469-480.

    Naab, R., & Bans-Akutey, A. (2021). Assessing the use of e-business strategies by SMEs in Ghana during the Covid-19 pandemic. Annals of Management and Organization Research, 2(3), 145-160.

    Nelson, K., & Somers, T. (2001). Exploring ERP success from an end-user perspective.

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    Rajan, C. A., & Baral, R. (2015). Adoption of ERP system: An empirical study of factors influencing the usage of ERP and its impact on end user. IIMB Management Review, 27(2), 105-117.

    Silva, N., de Silva, B. M., & Gunawardana, K. D. (2011). The impact of enterprise resource planning systems on management accounting in private companies in Sri Lanka. Available at SSRN 1742377.

    Slevin, D. P., & Pinto, J. K. (1987). Balancing strategy and tactics in project implementation. Sloan management review, 29(1), 33-41.

    Wickramaarachchi, W., & Jayasiri, N. (2015). Impact of an Enterprise Resource Planning System (ERPS) on the Accounting Process of a Public Sector Organization in Sri Lanka.

    Wu, J. H., & Wang, Y. M. (2006). Measuring ERP success: the ultimate users' view. International Journal of Operations & Production Management, 26(8), 882-903.

    Youngberg, E., Olsen, D., & Hauser, K. (2009). Determinants of professionally autonomous end user acceptance in an enterprise resource planning system environment. International Journal of Information Management, 29(2), 138-144.

    Yusuf, Y., Gunasekaran, A., & Abthorpe, M. S. (2004). Enterprise information systems project implementation:: A case study of ERP in Rolls-Royce. International Journal of Production Economics, 87(3), 251-266.

    Zviran, M., Pliskin, N., & Levin, R. (2005). Measuring user satisfaction and perceived usefulness in the ERP context. Journal of computer information systems, 45(3), 43-52.

  1. Abbasi, S., Zamani, M., & Valmohammadi, C. (2014). The effects of ERP systems implementation on management accounting in Iranian organizations. Education, Business and Society: Contemporary Middle Eastern Issues.
  2. Basoglu, N., Daim, T., & Kerimoglu, O. (2007). Organizational adoption of enterprise resource planning systems: A conceptual framework. The Journal of High Technology Management Research, 18(1), 73-97.
  3. Calisir, F., & Calisir, F. (2004). The relation of interface usability characteristics, perceived usefulness, and perceived ease of use to end-user satisfaction with enterprise resource planning (ERP) systems. Computers in Human Behavior, 20(4), 505-515.
  4. Chang, M.-K., Cheung, W., Cheng, C.-H., & Yeung, J. H. (2008). Understanding ERP system adoption from the user's perspective. International Journal of Production Economics, 113(2), 928-942.
  5. Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340.
  6. Edirisinghe, S. D., & Roshantha, L. (2018). Statistical Analysis on Enterprise Resource Planning Systems (ERP) On End User Satisfaction. IOSR Journal of Business and Management, 20(7), 24-34.
  7. Edirisnghe, S. D. (2018). Impact of Enterprise Resource Planning Systems (ERP) On End User Satisfaction: Presenting a Conceptual Framework. International Journal of Research in Management, Economics and Commerce, ISSN, 2250-2057.
  8. Hancerliogullari Koksalmis, G., & Damar, S. (2019). Exploring the adoption of ERP systems: An empirical investigation of end-users in an emerging country Industrial engineering in the big data era (pp. 307-318): Springer.
  9. Hsu, L.-L., Lai, R. S., & Weng, Y.-T. (2008). Understanding the critical factors effect user satisfaction and impact of ERP through innovation of diffusion theory. International Journal of Technology Management, 43(1-3), 30-47.
  10. Hsu, L. L., & Chen, M. (2004). Impacts of ERP systems on the integrated?interaction performance of manufacturing and marketing. Industrial Management & Data Systems.
  11. Kulathunga, D., & Fernando, M. (2019). User satisfaction factors of ERP systems: The case of a manufacturing company in Sri Lanka. European Journal of Business and Management, 11(33), 105-114.
  12. Lee, S. M., Kim, I., Rhee, S., & Trimi, S. (2006). The role of exogenous factors in technology acceptance: The case of object-oriented technology. Information & Management, 43(4), 469-480.
  13. Naab, R., & Bans-Akutey, A. (2021). Assessing the use of e-business strategies by SMEs in Ghana during the Covid-19 pandemic. Annals of Management and Organization Research, 2(3), 145-160.
  14. Nelson, K., & Somers, T. (2001). Exploring ERP success from an end-user perspective.
  15. Pervan, I., & Dropuli?, I. (2019). The impact of integrated information systems on management accounting: Case of Croatia. Management: Journal of Contemporary Management Issues, 24(1), 21-38.
  16. Rajan, C. A., & Baral, R. (2015). Adoption of ERP system: An empirical study of factors influencing the usage of ERP and its impact on end user. IIMB Management Review, 27(2), 105-117.
  17. Silva, N., de Silva, B. M., & Gunawardana, K. D. (2011). The impact of enterprise resource planning systems on management accounting in private companies in Sri Lanka. Available at SSRN 1742377.
  18. Slevin, D. P., & Pinto, J. K. (1987). Balancing strategy and tactics in project implementation. Sloan management review, 29(1), 33-41.
  19. Wickramaarachchi, W., & Jayasiri, N. (2015). Impact of an Enterprise Resource Planning System (ERPS) on the Accounting Process of a Public Sector Organization in Sri Lanka.
  20. Wu, J. H., & Wang, Y. M. (2006). Measuring ERP success: the ultimate users' view. International Journal of Operations & Production Management, 26(8), 882-903.
  21. Youngberg, E., Olsen, D., & Hauser, K. (2009). Determinants of professionally autonomous end user acceptance in an enterprise resource planning system environment. International Journal of Information Management, 29(2), 138-144.
  22. Yusuf, Y., Gunasekaran, A., & Abthorpe, M. S. (2004). Enterprise information systems project implementation:: A case study of ERP in Rolls-Royce. International Journal of Production Economics, 87(3), 251-266.
  23. Zviran, M., Pliskin, N., & Levin, R. (2005). Measuring user satisfaction and perceived usefulness in the ERP context. Journal of computer information systems, 45(3), 43-52.