Factors influencing the post-implementation user satisfaction of SAP-ERPS

Abstract

Enterprise resource planning systems (ERPs) have become an essential management tool for large and small companies alike. Although several papers on ERPs have been published in recent decades, only some studies have focused on user satisfaction during post-implementation. Based on the theories of technological acceptance and task-technology fit, we examine how the interrelationship of individual attitudes and matching between task and ERP affects user satisfaction in a public university that adopted an SAP-ERP. We distributed a questionnaire and analyzed the responses of 126 users using a partial least squares structural equation modeling (PLS-SEM model). Results show that perceived utility and overall benefits significantly predict user satisfaction. Moreover, overall benefits are influenced by the perception of efficiency in the task, improvements in coordination, and strategic alignment. Customization of the system had no statistical effect on the model.