Users' service quality satisfaction and performance improvement of ERP consultant selections

Abstract

Recently, companies have developed Enterprise Resource Planning (ERP) systems. ERP systems will integrate business processes and provide information. However, successful ERP implementation is costly and requires a long time to complete. Companies usually use outside consultants to ensure a successful ERP project. ERP consultant selection is a difficult task for an ERP project implementation. This study examined the users' service quality satisfaction in the ERP consultant selection and investigated performance improvement of ERP systems. We illustrated how to apply the Analytical Hierarchy Process (AHP) to set priority weights for consultant alternatives in order to solve the ERP consultant selection problems.