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A Case Study on the Impact of Customization, Fitness, and Operational Characteristics on Enterprise-Wide System Success, User Satisfaction, and System Use

机译:定制,适应性和操作特性对企业范围的系统成功,用户满意度和系统使用的影响的案例研究

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Enterprise resource planning (ERP) system success is of paramount importance for almost all organizations, as it is a prerequisite for improved and continuous benefit-realization. This study investigates the impact of ERP business dynamics (i.e., system customization required), system fitness (i.e., process fit, data fit, and user interface fit) and functional area operational characteristics on ERP system success, user satisfaction and system use. The author draws on relevant theoretical background information to construct the research model. Surveys are administered to 91 ERP system users within a multinational food company; in-depth interviews are also conducted with some system users. Empirical results indicate that the amount of ERP system customizations and/or modifications does not have any substantial impact on ERP system use or user satisfaction. In terms of ERP systemfitness, these systems are found to be more suitable for complex, functional-area operational environments. The results show that only user interface fit positively affects ERP system use, while only process fit positively influences ERP system user satisfaction. In addition, different degrees of information quality, system quality and service quality have diverse effects on some of the relationships investigated. Finally, the perceived net benefit from an ERP system depends on how the ERP system is used, rather than the management level of the users.
机译:企业资源计划(ERP)系统的成功对于几乎所有组织而言都是至关重要的,因为这是改善和持续实现利益的前提。这项研究调查了ERP业务动态(即要求系统定制),系统适用性(即流程适合度,数据适合度和用户界面适合度)以及功能区域运营特征对ERP系统成功,用户满意度和系统使用的影响。作者利用相关的理论背景资料构建了研究模型。对一家跨国食品公司中的91个ERP系统用户进行了调查;还与一些系统用户进行了深入访谈。实证结果表明,ERP系统定制和/或修改的数量对ERP系统的使用或用户满意度没有实质性影响。就ERP系统的适用性而言,发现这些系统更适合于复杂的功能区域操作环境。结果表明,只有用户界面适合才能对ERP系统的使用产生积极影响,而只有过程适合能力才能对ERP系统的用户满意度产生积极影响。另外,不同程度的信息质量,系统质量和服务质量对所研究的某些关系具有不同的影响。最后,从ERP系统获得的净收益取决于ERP系统的使用方式,而不是用户的管理级别。

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