An Examination of ERP User Satisfaction in Taiwan

Enterprise research planning (ERP) systems for supporting interand intra-company business processes are reaching maturity in many organizations. However, ERP systems are complex and expensive, and the decision to install an ERP system necessitates a choice of mechanisms for determining whether the ERP is needed, and once implemented, whether it is successful. User satisfaction is one evaluation mechanism for determining system success. In this study, we concentrate on satisfaction results, examine factors related to satisfaction, and compare satisfaction differences between firms implementing foreign and domestic ERP systems. A survey was conducted to identify user satisfaction patterns. A general observation was that several areas of low ERP satisfaction (mean value less than .5) exist among key-users and end-users. For key-users these are: system integrity, domain knowledge of consultants, consultant's project management, training, and system understanding, and for end-users, feelings of user involvement, system understanding and system integrity.