Sangalang, Veronica P.

20579400

HR – 331 August 24, 2020

An Evaluation Model of User Satisfaction with Enterprise Resource Planning Systems.

Objectives of the Study

Based on the paper, the aim or objective of this study is to explore the idea that satisfaction could be
understood differently, depending on whether it relates to the attributes of the system itself or its
information products.

Highlights of the Findings, Conclusion and Recommendations

 With regards to the research paper, the correlations among the items measuring the generic
concept of satisfaction shows the existence of a factor structure consisting of five independent
factors instead of the postulated six factors.
 With the method of structural equation modeling (SEM), we found that this modeling aims to
check the existence of a latent variable “ERP satisfaction” towards which the five dimensions
converge and that at the same time, it proposes an alternative model that reflects more End-
User Satisfaction with ERP, if it is possible.
 The study says that satisfaction can be conceptualized differently, depending on whether it
relates to the attributes of the system or the information it produces. The intrinsic qualities of
an application refer to its ease of use and learning through such qualities as user-friendly
interface, easy to use features and the presentation quality of screens.

This research has helped to validate a model of satisfaction that distinguishes between two major
components of satisfaction, namely satisfaction with technical attributes of the system and
satisfaction with its content. The importance of this distinction lies in being able to identify more
pragmatic elements that sustain user judgments of an ERP system and further refine the assessment
of user satisfaction. By recognizing that a user can have different attitudes while considering the
contents of the system or its technical characteristics, it is possible to act separately on these two
elements to improve overall satisfaction.

Three (3) major points of agreement

 Enterprise systems are tools for breaking down organizational barriers and consolidating
information systems in enterprises designed to improve the quality of information particularly in
terms of reliability and accuracy and to ensure greater accessibility to data.
  Managers should consider, on the one hand, the intrinsic attributes of the system such as
user-friendly interface, easy to use features and presentation quality of the screen and, on the
other hand, the quality of information content and its fit with the task supported.
 Some users may perceive an ERP as a lever to enhance their efficiency by providing accurate
and timely information.

For the first point and second point, this is true because according to Moon (2007), once the company
successfully implements the ERP, the attention moves forward to the most efficient use of the
system. Indeed, the value of an ERP system draws from its effective and efficient usage and not so
much from the system itself (Moon, 2007). For the third point, it is elaborated by Hwang and Min
(2015) and also Nofal and Yusof (2013) that ERP could generate values through several different
ways, improving access to online and real-time information, improving intra-organizational
communications and inter-organizational communications, and improving the capability of decision-
making.

Three (3) major points of disagreement

 The assessment of an ERP’s success from an end-user perspective risks also confining
itself if evaluated following a relatively limited understanding of success.
 The dual structure of satisfaction is stronger than a unified one.
 It is possible to act separately on the elements to improve overall satisfaction.

To prove my first point, Akbulut and Motwani (2005) mentioned that before the benefits of an ERP
system can be achieved, end-user satisfaction represents a necessary precondition to facilitate
system acceptance and use. For the point 2 and 3, Chou & Hong (2013) have modified their original
ERP success model to confirm that user satisfaction is dependent on two major determinants of
quality.

Recommended areas for further study

 Evaluating success of cloud ERP

 The “service” dimension in Cloud Computing environment

We needed to study the first mentioned area because as indicated by Amini and Safavi (2013), the
measurement of the benefits of the ERP implementation in most studies is dependent upon
the perceptions of the management, users, consultants, and others in the organization. These
people affects in evaluation how cloud ERP will be a success. For the latter mentioned area, Peng
and Gala (2014) stated that it is interesting to investigate further how these cloud features can add
values to ERP solutions as well as to explore what new advantages cloud ERPs can offer comparing
with traditional on-premise packages.

REFERENCES:

Moon, Y. (2007). Enterprise Resource Planning (ERP): A review of the literature. Int. J. Management
and Enterprise Development, 4(3).

Hwang, D. & Min, H. (2015). Identifying the drivers of enterprise resource planning and assessing its
impacts on supply chain performances. Industrial Management & Data Systems, 115(3), pp. 541-569.

Nofal, M. & Yusof, Z. (2013). Integration of Business Intelligence and Enterprise Resource Planning
within Organizations. Procedia Technology, 11, pp. 658-665.

Akbulut, A.Y. & Motwani, J. (2005). The Road to ERP Success: Understanding End-User
Perceptions. Journal of International Technology and Information Management, 14(4), Art. 2.

Chou, J.S. & Hong, J.H. (2013). Assessing the impact of quality determinants and user characteristics
on successful enterprise resource planning project implementation. Journal of Manufacturing
Systems, 32, pp. 792-800.

Amini, M. & Safavi, N.S. (2013). Review Paper: Critical Success Factors for ERP Implementation.
International Journal of Information Technology & Information Systems, 5(16).

Peng, G.C., & Gala, C.J., 2014. Cloud ERP: a new dilemma to modern organisations? Journal of
Computer Information Systems, 54(4), pp. 22-30.