Abstract
Many companies, both large and small, have implemented enterprise resource planning (ERP) systems. The ERP success needs to be evaluated in order to facilitate the improvementefforts in the companies. This is important if companies are to realise the full benefits offered by ERP systems. Most of previous studies on ERP success model were focused to evaluate the systems related dimensions but little studies had been focused on the impotance of service quality as a dimension of ERP success model. In this study we extended the dimensions of ERP success model developed by previous studies by including the internal service quality dimension. An ERP success model was developed comprising of information quality, system quality, individual impact, workgroup impact, and organization impact, and (internal)service quality. A survey was executed at Telco, a telecommunication company in Indonesia. 94 SAP users completed the questionnaires consisting of 44 measures. The results from astructural equation modeling (SEM) analysis using partial least squares (PLS) showed that internal service quality is an important, relevant, valid and reliable construct of an ERP success model.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
