Perceptual differences of enterprise resource planning systems between management and operational end-users

Abstract

This article seeks to explore the perceptions of two different user groups – management and operational end-users – on enterprise resource planning (ERP) system product performance and post-implementation impact of usage on them. One hundred and sixty-seven management and operational end-users from 15 manufacturing firms operating in Sri Lanka responded. Over 88% of the respondents came from firms that employed more than 500 employees; 68% responded that more than 200 employees are using ERP in their firms; and 70% responded that ERP is in use for more than 3 years in their firms. Significant differences have not been found between the two groups in their perceptions towards ERP system product performance. However, problem-solving support, authority and decision rights and overall performance improvement have been identified as important post-implementation outcomes of ERP usage that discriminate between management and operational end-users.