Measuring User Satisfaction and Perceived Usefulness in the ERP Context
Initially, Enterprise Resource Planning (ERP) systems held the promise of easily integrating all processes within and around the organization. Many reported ERP failures have led us to conduct, within the context of ERP implementation, an empirical examination of two success indicators: user satisfaction and perceived usefulness. The results reveal high levels of user satisfaction and perceived usefulness, both in nominal values and in comparison to other systems. They also show a strong correlation between perceived usefulness and user satisfaction, suggesting that perceived usefulness is one of the factors affecting user satisfaction with ERP systems. On the other hand, hypotheses testing revealed no supporting evidence for possible relationships between user satisfaction or perceived usefulness and organizational characteristics such as the department to which the respondent belonged or user characteristics such as organizational level, education, age, computing experience, and gender.