Abstract
The use of enterprise resource planning (ERP) software had become increasingly more common in a lot of today’s businesses; it is adopted in many firms in attempts of improving business performance. The purpose of this study was to determine the influence of ERP interface on service delivery in procurement function of GDC. The study adopted descriptive research and was a case study. ERP interfaces were the independent variable while service delivery was the dependent variable. Procurement department of Geothermal Development Company, Nakuru was used as a case and consequently, employees of Geothermal Development Company Nakuru constitute the target population for the study. The study was guided by innovation diffusion theory and theory of constraints. The study involved employees from Procurement, Stores, Registry, Finance and ICT departments in the organization. 115 employees in the five departments constituted the target population for the study. 99 employees were selected through stratified random sampling to be involved in the study. Selected employees from the five departments were issued with questionnaires that contain research items on every research variable. The collected data were coded and analyzed by use of SPSS. The independent and dependent research variables were analyzed descriptively using means and standard deviation while the influence of ERP interface on service delivery was analyzed inferentially using regression analysis. A multiple regression model was developed and used to guide the study. The findings of the study were presented using tables and every table was explained. The study concluded that ERP interfaces both individually and collectively have significant influence on service delivery. The study recommended that ERP interfaces should be adopted by organizations to enhance service delivery. Further study were recommended to establish the role of organizational culture in adoption of ERP interfaces, to develop a theory that would explain the direct link between ERP and service delivery and to establish whether there are specific determinants of ERP adoption unique for manufacturing and service organizations.
Highlights
With the increasing competition and ever evolving technology that increases customer awareness and exposure, organizations whether public or private are exposed to increased pressure from external bodies
This study investigated the effect of enterprise resource planning (ERP) interface on service
The first objective of the study was to determine the influence of Business to Suppliers Interface on Service Delivery
Summary
With the increasing competition and ever evolving technology that increases customer awareness and exposure, organizations whether public or private are exposed to increased pressure from external bodies. They are consequentially becoming increasingly concerned about their customers. The commonly adopted technologies to enhance customer service delivery are computer systems based are focused to exchange of information between the organization and its customers and suppliers. One such strategy is use of enterprise resource planning (ERP) (Rashid at al., 2002). This study intends to relate ERP with service delivery in the procurement
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