A multilevel explanation of end-user computing satisfaction with an enterprise resource planning system within an international manufacturing organization

The present research results assume that end-user computing satisfaction (EUCS) of an enterprise resource planning system (ERP system) depends on users’ positive perception of determinants on multiple organizational levels. Hence, rather than investigating a precise theory of narrow focus, this research addresses the users’ view of the impact of major project and organizational issues on EUCS. This requires a multilevel approach to research. A hierarchical regression analysis based on data from 123 middle managers and super-users from a single company with operating units in 10 western European countries confirmed this theory. Still, a path analysis suggests that determinants representing the near user environment (communication and decision-making patterns between users and experts locally during the ERP system implementation process, and communication with peers in organizational units other than that of the respondent) contribute more consistently to EUCS than determinants on other organizational levels. User training plays a role in helping users understand the relevance of ERP system project business objectives, but training does not help in explaining EUCS. The study points to future research in the areas of instrument development as well as an increased understanding of stakeholders’ views, determinant definitions, relationships among determinants, and measures of ERP system outcome.     

The influence of individual differences on continuance intentions of enterprise resource planning (ERP)

This study aims to investigate whether individual differences affect enterprise resource planning (ERP) users’ continuance intention. In the initial stage ERP users usually lack the complete will to determine whether or not they use ERP, but their continuance intentions are not always mandatory. Thus, understanding the relationship between individual differences and continuance intention helps design an effective training program, which in turn improves the effectiveness of ERP usage. Grounded on expectation-confirmation theory (ECT), this study examined the influences of dynamic and stable individual differences on satisfaction and continuance, respectively. Dynamic individual differences include both general computer self-efficacy and computer anxiety, and personal innovativeness in information technology (IT) refers to a stable, situation-specific traits. In addition to individual differences, we also assessed the moderating effect of ERP experience. A cross-sectional survey method was used to collect data. A total of 305 useful responses were analyzed by using partial least squares (PLS). We found that all the individual differences affect continuance intention either directly or indirectly (through satisfaction). Individuals’ prior experience of ERP moderates five of the relationships between individual differences and continuance intention. We also provide implications for both managers and researchers.     

Modeling use of enterprise resource planning systems: a path analytic study

In this research, we evaluated user participation and involvement in the context of enterprise resource planning (ERP) systems. Since ERP systems are enterprise-wide in scope, these systems have a high level of complexity, and require a different implementation methodology. While most studies analyze implementation at an organization or industry level, there is a dearth in research in ERP system adoption at the individual or user level. In our study, we examine ERP system acceptance at the individual level. In this research, we expected to find differences in the nature of user participation and involvement in ERP compared to other information systems. Using Barki and Hartwick's extension of the theory of reasoned action, a revised model was developed and tested empirically. While Barki and Hartwick's model explains user behavior vis-à-vis user participation and involvement, a more parsimonious model demonstrates that usage dynamics in ERP implementation are different. We complemented our statistical analysis by three case studies. Based on our results we believe that, given the nature of ERP and its implementation, traditionally formalized links between influencers of users' attitude and involvement may need to be revised. We have discussed why we need to seek alternate forms of influencers. In doing so, we suggest that investments be made in preparatory work practices and employee development prior to ERP decisions. Such investments are complementary to information technology and are widespread throughout the firm. We believe that such investments will play a significant role in influencing the attitude of users toward any system and also their involvement.     

Online university students' satisfaction and persistence: Examining perceived level of presence, usefulness and ease of use as predictors in a structural model

Learners’ satisfaction and persistence are considered critical success factors in online universities where all of the teaching and learning activities are carried out online. This study aims to investigate the structural relationships among perceived level of presence, perceived usefulness and ease of use of the online learning tools, learner satisfaction and persistence in an online university located in South Korea. The specific predictors were teaching presence, social presence, cognitive presence, and perceived usefulness and ease of use. Structural equation modeling (SEM) was used to provide cause-and-effect inferences. The study participants were 709 learners who enrolled in a Korean online university in 2009 and responded to online surveys. The results indicated that teaching presence, cognitive presence, and perceived usefulness and ease of use were significant predictors of learner satisfaction, which was found to be a significant mediator of predictors and persistence. The findings provided substantial implications for designing and implementing teaching and learning strategies in online university environments.     

A study of enterprise resource planning (ERP) system performance measurement using the quantitative balanced scorecard approach

Enterprise resource planning (ERP) systems have been used in integrating information and accelerating its distribution across functions and departments with the aim to increase organizations’ operational performance. Thus, it is worth measuring ERP system performance based on its impact to critical performance of an organization: this requires a systematic method that bridges ERP performance measurement and key organizational performance. The hierarchical balanced scorecard (HBSC) model with respect to multiple criteria decision-making is such a systematic approach to ERP performance measurement. An ERP evaluation framework that integrates the balanced scorecard dimensions, linguistic variables, and non-additive fuzzy integral provides an objective approach to measuring both the performance level of the ERP system and its contribution to the strategic objectives of high-tech firms. Taking Taiwan’s high-tech firms as an example, this study demonstrates the effectiveness of this integrated approach to measure the performance of ERP systems at the post-implementation stage under evaluators’ subjective, uncertainty, and vagueness judgments.     

The role played by perceived usability,satisfaction and consumer trust on website loyalty

We performed a study to determine the influence that perceived usability has on the user's loyalty to websites that they visit. The results of the empirical analysis confirmed that the trust of the user increases when the user perceived that the system was usable and that there was a consequent increase in the degree of website loyalty. In the same way, greater usability was found to have a positive influence on user satisfaction, and this also generated greater website loyalty. Finally, it was found that user trust was partially dependent on the degree of consumer website satisfaction.     

The impact of cognitive absorption on perceived usefulness and perceived ease of use in on-line learning: an extension of the technology acceptance model

Internet-based learning systems are being used in many universities and firms but their adoption requires a solid understanding of the user acceptance processes. Our effort used an extended version of the technology acceptance model (TAM), including cognitive absorption, in a formal empirical study to explain the acceptance of such systems. It was intended to provide insight for improving the assessment of on-line learning systems and for enhancing the underlying system itself. The work involved the examination of the proposed model variables for Internet-based learning systems acceptance. Using an on-line learning system as the target technology, assessment of the psychometric properties of the scales proved acceptable and confirmatory factor analysis supported the proposed model structure. A partial-least-squares structural modeling approach was used to evaluate the explanatory power and causal links of the model. Overall, the results provided support for the model as explaining acceptance of an on-line learning system and for cognitive absorption as a variable that influences TAM variables.     

Impact of visualization type and contextual factors on performance with enterprise resource planning systems

We studied the use of two types of graphic information visualization to support human operators performing tasks using enterprise resource planning systems (ERP). We compared the original display design of a commercial ERP system with a prototype information visualization design. A simulated supply chain was used to test the hypothesis that graphical visualization can improve the performance of the human operator using ERP systems for supply chain management. Tasks from the production and purchasing domains were tested in the experiment in which experienced and inexperienced human operators had to perform tasks of an easy, moderate, and difficult nature. Analysis of the results revealed that the two types of graphical visualization significantly reduced response time, particularly with inexperienced users performing difficult tasks. Our results imply that some graphic information visualization displays for ERP systems can increase the probability of a successful implementation and enhance the capabilities of the human operators.     

The role of perceived usability,reputation, satisfaction and consumer familiarity on the website loyalty formation process

The increasing competitiveness in electronic business is motivating varying research on the principal antecedents of consumer loyalty. However, previous research is too scarce, so that there are notable aspects which must be analyzed in-depth. This research has focused on new topics about the development of online consumer loyalty, such as the role of familiarity and usability. Firstly, we analyze the effect of usability, reputation and satisfaction on consumer loyalty. The results have revealed the existence of a positive and significant influence of reputation and satisfaction on website loyalty. Secondly, we confirm the influence of usability on consumer satisfaction. Thirdly, we assess the moderating role of consumer familiarity on the relationships proposed in the research model. The analyses have shown that usability plays a special role in the loyalty formation process. At reduced levels of familiarity usability influences on loyalty through consumer satisfaction (indirect effect). However, if familiarity increases then perceived usability influences on loyalty not only through its effect on satisfaction, but also in a direct way. Consequently, higher levels of familiarity mean that the weight of usability in the explanation of website loyalty is higher. Finally, several conclusions, managerial suggestions, limitations and future research lines are proposed.     

Implementing enterprise resource planning systems: organizational performance and the duration of the implementation

This paper examines the impact of the duration of ERP implementation on firm performance both during and after implementation. Organizations choose either an accelerated implementation approach or a traditional (longer) implementation approach. The former approach gives the organization the advantage of speed, but the disadvantage of fitting its processes to that of a packaged (thus, undifferentiated from competitors) ERP. The latter approach allows the organization to redesign strategy and processes, and thus, search for ways to be unique from its competition. The study uses a regression model to capture the changes in various performance measures during and after implementation between firms that implemented the ERP, using the performance measure of a matched group of firms that did not implement an ERP as a benchmark/control sample, on the basis of the duration of the implementation. Financial data from Compustat, and data on start date and end date of ERP implementation between 1990 and 2005 for firms in the Oil and Gas industry was collected from an ERP vendor. Results show that measures such as return on sales improved after implementation. However, measures such as inventory turnover, which reflect operational benefits, improve during implementation. We find that accelerated implementation confers both operational and strategic benefits. This study highlights the strategic consequences of the different choices of implementation.     

The relation between user satisfaction,usage of information systems and performance

This study investigates the validity of two commonly used measures for the success of information systems (is): usage and user satisfaction (us). A questionnaire survey among Dutch managers was used to assess the mutual relation between both measures and performance. The results indicate that us is significantly related to performance (r=0.42). The relation between usage and performance is not significant. A partial correlation after correction for us is not significant either. This study provides empirical evidence for the popular assumption that us is the most appropriate measure for is success available.     

The impact of perceived ease of use on Internet service adoption: The moderating effects of temporal distance and perceived risk

Perceived ease of use is found to affect consumer’s intention toward using an Internet-based service. However, to protect online transaction security, more security verification mechanisms are established which in turn increase the complexity and difficulty of using online services. This study proposed that the importance of perceived ease of use is depending on short- vs. long-term transaction expectation, product type, and whether security concern information is presented. In certain situations buyers or sellers of an Internet service may tolerate the inconvenience of using the Internet-based service. A 2 (verification requirement) × 2 (network externality) × 2 (short vs. long term) between-subject design was conducted on sellers of an auction site and a 2 (verification requirement) × 2 (product type) × 2 (with vs. without security concern information) between-subject design was conducted on buyers of an auction site. The results of two studies suggest that perceived ease of use increases the intention toward using online service when sellers expect that the Internet service usage is only for a short-term transaction or when buyers have no access of the security concern information on the website. In contrast, sellers prefer using an online service which requires a relatively high verification requirement when the purpose of using Internet service is for long-term transaction or when buyers have access of security concern information. The results also showed that perceived network externality positively affect sellers’ intention toward using an auction website.     

Examining the effects of information system characteristics and perceived usefulness on post adoption usage of information systems

Understanding post adoption behavior has emerged as an important issue in IS research. Organizations have invested in a plethora of Information Systems (IS) and the benefits that can be gained from these systems depend on their usage. Prior research has examined factors that impact users’ intention to continue using the IS. However, comprehending post adoption IS usage behavior has not received much attention. Building on TAM and IS success model, this study proposes that information quality and system integration influence perceived IS usefulness which will then drive post adoption usage of the IS. Post adoption IS usage is conceptualized as a broad concept that includes extended usage and exploratory usage. Data (N = 1032) was collected to test the model, in the context of a web-based student information system that students use to manage their academic work. The results show that at the post adoption stage, perceived IS usefulness is a good predictor of extended usage and exploratory usage. However, surprisingly IS usefulness was found to explain a much larger variance in exploratory usage. Information quality and system integration were found to influence IS usefulness. However, information quality also has a direct affect on extended usage, while system integration directly influenced exploratory usage. Assessment of the moderating role of gender and internet experience on model relationships reveals interesting insights. Implications are drawn for future research and practice.     

Assessing the impact of quality determinants and user characteristics on successful enterprise resource planning project implementation

As barriers to transnational trade and investment have been lowered due to globalization, and information and communication technologies have improved, multinational firms can conduct operations with increased ease. Enterprises can also utilize cost-advantageous production resources and export products to expand their global market. Enterprise resource planning (ERP) systems serve the purpose and have become useful instruments for managing multinational operations. Notably, ERP systems integrate information platforms to reflect operations at each operation point in real time and generate information as a basis for decision-making and resource allocations. Thus, ERP systems are essential to global logistics management and collaboration. However, vertical and horizontal evaluations of information systems are necessary to determining the effectiveness and success of project implementation. This study examines the impact of quality determinants from literature in assessing benefits using an information systems success model. The cause-and-effect relationships between model constructs are tested using structural equation modeling. An empirical study of leading manufacturers adopting ERP systems is used to investigate corporate benefits related to information quality, system quality, service quality, system use, and user satisfaction. The analytical results can be a reference for practitioners and researchers evaluating the effectiveness of management information systems.     

The implementation of enterprise resource planning packages in different organisational and national cultures

Enterprise resource planning (ERP) packages provide generic off-the-shelf business and software solutions to customers. However, these packages are implemented in companies with different organisational and national cultures, and there is growing evidence that failure to adapt ERP packages to fit these cultures leads to projects that are expensive and late. This paper describes research that synthesises social science theories of culture to handle the impact of culture on ERP package implementation more efficiently. It describes a knowledge meta-schema for modelling the surface and the deeper manifestations of culture. It reports an empirical study into the implementation of SAP R/3's sales and distribution (SD) module in a large pharmaceuticals organisation in Scandinavia and the UK. Results provide evidence for an association between organisational culture and ERP implementation problems but no direct evidence for an association between national culture and implementation problems. Furthermore, results demonstrate that these diverse implementation problems can be caused by a mismatch between a small set of core values indicative of a customer's organisational culture. At the end of the paper, our predictions are reviewed, conclusions are made about them and about the work of the key authors of national and organisational culture, and future work is discussed.     

To use or not to use: Modelling end user grumbling as user resistance in pre-implementation stage of enterprise resource planning system

The success rate of enterprise resource planning (ERP) implementation is less than 49% around the world owing to its complex nature. The key focus of information system (IS) researchers has been to explore the ways to reduce threats to ERP implementation posed especially by user resistance. Although the reasons for user resistance have already been dealt with in previous studies, our understanding of how users assess a new ERP system in the pre-implementation phase and what prompts their decision to resist it is far from complete. In particular, an explanation for user resistance or end-user grumbling from the perspectives of status quo bias and technostress was found to be missing. In order to fill this gap in research, the model proposed in the present study integrates status quo and technostress, thus throwing light on the end-user grumbling behaviour that precedes the implementation of a new ERP system. Data was collected via a survey questionnaire distributed to 221 respondents from five different manufacturing industries in Bangladesh which are currently in the process of installing the popular SAP ERP system. Results of this tested model indicate a significant impact of the constructs of status quo bias and technostress on end-user grumbling. Additionally, end user grumbling has positive significant impact on symbolic adoption. Moreover, the paper discusses common method bias and the limitations of the study, while providing an outlook for future research.     

Intelligent policy recommendations on enterprise resource planning by the use of agent technology and data mining techniques

Enterprise Resource Planning systems tend to deploy Supply Chain Management and/or Customer Relationship Management techniques, in order to successfully fuse information to customers, suppliers, manufacturers and warehouses, and therefore minimize system-wide costs while satisfying service level requirements. Although efficient, these systems are neither versatile nor adaptive, since newly discovered customer trends cannot be easily integrated with existing knowledge. Advancing on the way the above mentioned techniques apply on ERP systems, we have developed a multi-agent system that introduces adaptive intelligence as a powerful add-on for ERP software customization. The system can be thought of as a recommendation engine, which takes advantage of knowledge gained through the use of data mining techniques, and incorporates it into the resulting company selling policy. The intelligent agents of the system can be periodically retrained as new information is added to the ERP. In this paper, we present the architecture and development details of the system, and demonstrate its application on a real test case.     

Some q-rung orthopair fuzzy Hamy mean operators in multiple attribute decision-making and their application to enterprise resource planning systems selection

In this paper, the Hamy mean (HM) operator, weighted HM (WHM), dual HM (DHM) operator, and dual WHM (WDHM) operator under the q-rung orthopair fuzzy sets (q-ROFSs) is studied to propose the q-rung orthopair fuzzy HM (q-ROFHM) operator, q-rung orthopair fuzzy WHM (q-ROFWHM) operator, q-rung orthopair fuzzy DHM (q-ROFDHM) operator, and q-rung orthopair fuzzy weighted DHM (q-ROFWDHM) operator and some of their desirable properties are investigated in detail. Then, we apply these operators to multiple attribute decision-making problems. Finally, a practical example for enterprise resource planning system selection is given to verify the developed approach and to demonstrate its practicality and effectiveness.     

The use and impact of human resource information systems on human resource management professionals

Human resource information systems (HRIS) usage allows the human resource (HR) professional to become a strategic player. With both increasing functionality and affordability, HRIS are being used extensively in organisations of all sizes. Despite this, surprisingly little is know about the current usage, whether disparities exist between companies of different sizes, or about the impact HRIS has on the general professional standing of the HR professional.