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.

Citation

Wu, J. and Wang, Y. (2006), "Measuring ERP success: the ultimate users' view", International Journal of Operations & Production Management, Vol. 26 No. 8, pp. 882-903. https://doi.org/10.1108/01443570610678657