Title: The determinants of ERP user satisfaction and its effect on organisational performance

Authors: Fadi Taher Qutaishat; Samerra'a Ziad Al-Oqaily; Shadi Ahmed Khattab; Mohammed Khair Saleem Abu Zaid; Luay Ahmad Anaya

Addresses: Department of Business Information Technology, King Talal School of Business Technology, Princess Sumaya University for Technology (PSUT), P.O. Box 1438 Al-Jubaiha, Amman 11941, Jordan ' Al-Balqa Applied University, P.O. Box 19117, Al-Salt, Jordan ' Department of Management Information Systems, Faculty of Business, Al-Balqa Applied University, P.O. Box 19117, Al-Salt, Jordan ' Department of Planning and Project Management, Faculty of Business, Al-Balqa Applied University, Al-Salt, Jordan ' Department of Business Information Technology (BIT), King Talal School of Business Technology, Princess Sumaya University for Technology (PSUT), P.O. Box 1438 Al-Jubaiha, Amman 11941, Jordan

Abstract: The purpose of this study is to examine the determinants of user satisfaction with enterprise resource planning (ERP) systems (including project management, organisational culture and training) and its effect on organisational performance. A survey questionnaire was developed and then distributed to Jordanian companies that had implemented ERP systems. A range of statistical tests were used to examine the research hypotheses, including descriptive analysis and structural equation model (SEM). It was evident from the results of this study that project management was the most significant variable that affected user satisfaction with ERP systems, followed by organisational culture and training respectively. Finally, the study identified a positive correlation between user satisfaction and organisational performance.

Keywords: enterprise resource planning; ERP; user satisfaction; organisational culture; project management; training.

DOI: 10.1504/IJBIS.2023.132064

International Journal of Business Information Systems, 2023 Vol.43 No.3, pp.309 - 326

Received: 25 May 2020
Accepted: 14 Jul 2020
Published online: 11 Jul 2023 *

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