Title: Users' service quality satisfaction and performance improvement of ERP consultant selections

Authors: Wen-Hsien Tsai, Thomas W. Lin, Shu-Ping Chen, Shih-Jieh Hung

Addresses: Department of Business Administration, National Central University, Jhongli, Taiwan 320, Republic of China. ' Leventhal School of Accounting, Marshall School of Business, University of Southern California, Los Angeles, CA 90089, USA. ' Department of Business Administration, National Central University, Jhongli, Taiwan 320, Republic of China. ' Department of Business Administration, National Central University, Jhongli, Taiwan 320, Republic of China; Department of Finance, Yu Da College of Business, Miaoli, Taiwan 361, Republic of China

Abstract: Recently, companies have developed Enterprise Resource Planning (ERP) systems. ERP systems will integrate business processes and provide information. However, successful ERP implementation is costly and requires a long time to complete. Companies usually use outside consultants to ensure a successful ERP project. ERP consultant selection is a difficult task for an ERP project implementation. This study examined the users| service quality satisfaction in the ERP consultant selection and investigated performance improvement of ERP systems. We illustrated how to apply the Analytical Hierarchy Process (AHP) to set priority weights for consultant alternatives in order to solve the ERP consultant selection problems.

Keywords: information systems; enterprise resource planning; ERP consultants; consultant selection; information systems; success models; service quality; analytical hierarchy process; AHP; performance improvement; ERP implementation; service satisfaction.

DOI: 10.1504/IJBSR.2007.015830

International Journal of Business and Systems Research, 2007 Vol.1 No.3, pp.280 - 301

Published online: 22 Nov 2007 *

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