Abstract
The main objective of this study is to identify the antecedents of end-user satisfaction with an Enterprise Resource Planning (ERP) system, in the context of a transnational Bank. The Information System (IS) success theory is applied for the end-user computing satisfaction (EUCS) assessment. Quantitative data is analyzed through multivariate statistical techniques whereas qualitative data is analyzed through content analysis technique. The results indicate that the EUCS model is pertinent to the context of ERP systems for a fast data collection and overall perception of user satisfaction; nevertheless it is suggested the continuity of its evaluation in other research contexts and additional categories should be considered as antecedents to IS enduser satisfaction.
Highlights
Enterprise Resource Planning (ERP) is a kind of information technology (IT) outsourcing (Aalders, 2001, Lacity, & Willcocks, 2004) and its concept originated from MRP (Material Requirements Planning) in manufacturing firms implementing Information System (IS) in stock control, supply chain management and co-ordination between finance, sales and manufacturing operations (Trott & Hoecht, 2004)
This study explores the end-user satisfaction with an ERP, in the context of six European branches of a South American transnational bank, with the purpose to answer the following question: What are the antecedents of end-user satisfaction with a bank ERP? For this, the main objective of this work was to assess the end-user satisfaction regarding a strategic ERP system, which has been used for more than eight years by those branches
The selection of the bank in the context of the ERP used by its European branches resulted from: a) the ERP is viewed as a strategic tool in the management of internal processes and business performance of the branches; b) the license contract with the ERP supplier being more than US$2 million; c) the same ERP automates the six branches in six different countries, which creates an opportunity for a wider perception of the system; d) ERP is a market leader; e) ERP has been used by the branches for more than eight years, a situation which allows for a deeper perception of the end-users; and f) authorization of the bank to develop this research
Summary
ERP is a kind of information technology (IT) outsourcing (Aalders, 2001, Lacity, & Willcocks, 2004) and its concept originated from MRP (Material Requirements Planning) in manufacturing firms implementing IS in stock control, supply chain management and co-ordination between finance, sales and manufacturing operations (Trott & Hoecht, 2004). K. Chain Management (SCM), and Supplier Relationship Management (SRM) are among the ERP solutions offered by software suppliers. According to Arc Advisory (2009), the worldwide market for enterprise applications is expected to grow US$43 billion by 2011, what represents a compounded annual growth rate of 8.3 percent over the five years. The ERP market is worth US$18 billion and is expected to reach US$25 billion by 2011 at a compounded annual growth rate of 6.7 percent. These numbers reflect the need of enterprises to reengineer their processes through the adoption of an ERP, integrating them, as well as becoming more business focused and competitive. Tourism, transport, education, government, banking, etc., are users of ERP solutions
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