Enterprise resource planning systems and user performance in higher education institutions of Pakistan
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Date
2019
Authors
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Journal ISSN
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Publisher
Universiti Teknologi Malaysia
Abstract
World of Information Technology (IT) is contributing to widespread innovations due to various reasons such as Enterprise Resource Planning (ERP) systems. These systems are implemented with a belief to enhance performance by facilitating organizational operations and achieve goals. However, having the system does not mean that its perceived benefits are achieved by default and despite of a considerable literature on ERPs. Still, there is a need to investigate the success of ERPs from user perspective. Prior researchers mainly focused on the success factors, organizational impact and other technical aspects of ERPs. Thus, the current study herein sought to evaluate the effect of ERPs on the performance perceived by users in Higher Education Institutions (HEIs) of Pakistan. This study is designed to evaluate the effect of ERPs quality factors including information quality, system quality and service quality on user performance towards system usage and the mediating effect of perceived usefulness, perceived ease of use and user satisfaction between ERPs quality factors and user performance. Consequently, a framework is proposed by integration of well-known existing models including DeLone & McLean (D&M) Information Systems (IS) success model and Technology Acceptance Model (TAM) to address the research questions. The study used quantitative research methodology and data were collected from 317 employees from eight universities in Pakistan. Structural Equation Modelling (SEM) was performed on the data using SmartPLS. A total of 24 hypotheses were formulated and tested, which 23 are found supported and one not supported. Results indicated that system quality, information quality and service quality representing ERP quality factors has direct and positive effect on user performance. Additionally, perceived usefulness and perceived ease of use are found to have mediating role between ERP quality factors and user performance. Moreover, user satisfaction has mediated the relationship between system quality, information quality with user performance, but failed to mediate the effect of service quality on user performance. Theoretically, the study contributes by integrating factors from D&M IS success model and TAM to investigate the effect of ERP systems on user performance through perceived usefulness, perceived ease of use and user satisfaction. Practically, the study implied that practitioners needs to put efforts to provide a system which users perceive as useful and free of efforts. Lastly, future studies are recommended to extend the study to other industries as the sample of this study was obtained from education industry only.
Description
Thesis (PhD. (Management))
Keywords
Enterprise resource planning, System analysis—Case studies, Management information systems—Research