What predicts user satisfaction with SAP Enterprise Resource Planning (ERP) system? : a case study in a Finnish firm

Abstract

In the rapidly evolving business environment and globalised markets, many companies decided to implement Enterprise Resource Planning (ERP) systems to contribute to their efficiency initiatives. These complex systems support all business functions and provide great opportunities to optimise the operations. They require, however, large investments, the implementation is usually a costly and lengthy procedure. Studies highlighted that the system’s full potential is often not achieved due to the resistance of the end users. Understanding the end user point of view can provide valuable insights and sheds light on improvement opportunities. This study focuses on the ERP user satisfaction of a globally operating Finnish firm’s finance department. As empirical studies suggested that the Technology Acceptance Model (TAM) suits the ERP research area well, the current study used it as the theoretical lens, too. The research was conducted by gathering data through an online questionnaire. The results showed that Communication related to the ERP system, Knowledge on the ERP system and support together explain 38,7% of the variance in Perceived usefulness and 45,4% in Perceived ease of use, however individually only Knowledge was significant. The results also supported the TAM findings, Perceived usefulness and Perceived ease of use explained 70,7% of the variance in User satisfaction. The results suggested that activities to expand users’ knowledge is advisable. Communication and support should not be neglected either, as they were also positively correlated with user satisfaction. While industries may differ in their business practices strongly, finance processes carry many similarities. Therefore the findings of this study may offer valuable insights to other companies.