ERP user satisfaction issues: insights from a Greek industrial giant

Abstract

PurposeEnterprise resource planning (ERP) systems are sophisticated information technologies (ITs) that enable companies to gain noticeable advantages over their rivals. However, these systems are neither a panacea to competition, nor a medium guaranteeing success. Neglecting a number of important factors in ERP systems implementation might very easily lead to failure instead of success. User satisfaction issues are among those factors that have a semantic impact on ERP systems' success. In this direction, this paper aims to examine the key factors that constitute ERP users' satisfaction and to explore whether ERP users' satisfaction varies among different users' profiles.Design/methodology/approachAn instrument is constructed based mainly on previous ERP users' satisfaction studies. The instrument is then provided to a sample of 68 users within a Greek energy supply organization and also a personal interview is conducted with the chief information officer. Exploratory factor analysis, multiple regression analysis, and statistical inference tests are employed in order to test the research hypotheses.FindingsThe results indicate that three main components affect the level of satisfaction of an ERP user: “interaction with the IT department,” “pre‐implementation processes,” and “ERP product and adaptability.” Furthermore, a different satisfaction level has been traced among users from different departments.Originality/valueThis paper presents substantive evidence regarding ERP user satisfaction constituents and further suggests appropriate practices to better manage various behavioral aspects of ERP systems.