Measuring ERP success: the ultimate users' view

Abstract

Purpose Enterprise resource planning (ERP) is now considered to be the price of entry for running a business. However, ERP systems are complex and expensive, and the decision to install an ERP system necessitates a choice of mechanisms for determining whether ERP is needed and, once implemented, whether it is successful. User satisfaction is one evaluation mechanism for determining system success. This study develops a reliable and valid instrument for measuring ERP ultimate‐user satisfaction. Design/methodology/approach Initial ERP system characteristics and the implementation context were investigated. Some previously validated instruments were selected for examination using rigorous interview techniques. A modified version was developed and pre‐tested. The instrument was then used to administer a test to 264 Taiwanese users that interact directly with an ERP system. Findings The results suggest a ten‐item instrument to measure three components of ultimate‐user satisfaction in an ERP environment: ERP project team and service, ERP product, and user knowledge and involvement. Originality/value This study has conducted a rigorous scale development procedure to establish a reliable and valid instrument for measuring ERP ultimate‐user satisfaction.