Investigating End User Satisfaction in ERP Systems: An Analytical Approach

Measuring the end user satisfaction is an important issue reported in many decades in ERP systems success and its implementation. Hence, instead of many success stories the failure is also reported many times about the ERP implementation process. It provides many benefits to the organizations i.e. central storage/backup, modular software, efficiency, easier, and collaboration between various departments. Therefore, it is widely used by many types of organizations to provide a single platform to them. Despite this, its adoption and implementation in not without problems. Ignoring many important factors is also a reason of failure of ERP implementation. So, this paper is focusing on three main factors to investigate the success of ERP systems that are human, technological and organization. A survey tool is used for the study as questionnaire. An analytical approach is proposed to investigate the success of ERP systems by explaining that which factor is more important for end user satisfaction in ERP. Analysis is done on the basis of variance explained by each critical success factor. More variance shows that the factor impacts more the success of ERP system. As a result, three factors are very important for successful ERP implementation which are training and support for users, to facilitate changes in the organizational structure, in the legacy systems and in the IT infrastructure and having external consultants.