Erp System User Satisfaction

With market demand diversifying and fast moving, product life time decreasing, and enterprise competition exacerbating, enterprises face even bigger subsistence and development press. Customer, manufacturer and supplier get connected as an organism via Just-In-Time to meet customer's specific needs. To smooth this supplier chain work, we need to share all-around information among enterprises besides adjustment of internal process and product design, which can be referred as decision-making supporting timely. It's hard to image information share can be implemented without information system.ERP can greatly conform internal information like purchase, inventory, manufacture, sales, finance, HR etc. to establish information integration. Meanwhile, ERP is regarded as one of the most effective method to reduce operation cost, strengthen competitive competence, and enhance performance.However, good medicine tastes bitter! We encounter Productivity Paradox between ERP big investment and very tiny output and that draw much attention from many expertise and business men. Information System Success Theory, Critical Factor Theory, Innovation Management, Project Management etc. provide solid academic base for ERP research. Domestic studies about ERP implementation focus more on experience summaries and qualitative judgments. Recently, some demonstration studies appear step by step, using experiential data to identify influential factors' direct impact to implementation results. It's seldom to find studies about infections between influential factors and function mechanism from influential factors to implementation results. This paper refers to foregone study worldwide, picks up influential factors to ERP under specific Chinese culture, and research on their function mechanism, which is significant to boost our enterprises ERP End User Information Satisfaction and reduce ERP investment risk.On the base of Information System Success Theory, ERP Critical Factor Theory, Project Management, Technology Acceptance Model, This dissertation induct Triadic Reciprocal Determinism, and then splits the factors influencing ERP End User Information Satisfaction into 3 groups - environmental factors (organizational culture, top management support, etc.), user behavior factors (participation in ERP project), and user personal factors (ERP self efficacy, belief on ERP.) - which constitute infection analyzing framework for ERP user information. Questionnaire is experiential validation method for the framework. My study has two parts: firstly, data quality assessment via enterprises interview and statistic analysis (mainly validity and reliability test) to filter items and form final questionnaire, questionnaire distribution in large scale, and deviation, common method deviation analysis to questionnaires called back together with questionnaire validity and reliability validation; secondly, relationship verification analysis, mainly use regression analysis to the causal model, and validate various factors' infection to ERP user satisfaction and infection among themselves.Study shows 3 groups of key success factors to ERP implementation all has infection to ERP implementation results (user satisfaction) with different influential effectiveness and method. At the same time, study also confirms Triadic Reciprocal Determinism among key success factors and this reciprocal determinism is not equality. The 3 groups of factors are accommodated by 3 factors (user personal feature, system feature, and enterprise feature) in influence process to EPR user satisfaction. In detail, the dissertation has contributions as flow.1 .From Glaser and Zamanou's point of view, they divided organizational culture into 6 dimensions: teamwork, climate and morale, involvement, information flow, supervision and meetings. Teamwork and information flow have no influence on ERP user satisfaction, while the others have significant influence. Teamwork represents that employees can discuss their problems pure-heartedly, which is key to ERP implementation. ERP management ideology is based on process and need all departments in process cooperate closely to ensure successful operation. ERP project members come from different departments and their cooperation determines ERP implementation effectiveness in good amount. Most ERP projects have top priorities as top manager project and require project member involved fully. This in return forms ERP project team spirit stronger than that of enterprise organization culture and outputs no significant influence of team spirit of enterprise organization culture to ERP user satisfaction. Information flow indicates contact and communication channels among employees and teams. As mentioned previously, ERP project shapes an unique group of distinctive feature in an enterprise. One of the biggest characteristics is more meetings and informal communications, which proves ERP project has different information flow from enterprise normal one. Thus, information flow has no infection to ERP implementation results is accountable, while climate and morale, involvement and meetings have significant influence to user satisfaction. Organization culture also can infect ERP implementation effectiveness via ERP self efficacy. Demonstration shows organization culture has more infection on ERP self efficacy strength than magnitude. Because ERP system is used to complete assignments with forced requirement while user daily business has seldom changes, so magnitude of ERP self efficacy is hardly influenced by environment. But users have different knowledge and information about new things as ERP system, strength of ERP self efficacy then is influenced by environment sharply.2.Recover dualism of top management support on ERP project. Top management support can not only afford resources but also can deliver psychology hint to project members. The hint influence project members' understanding to ERP system by social exchange and psychology contract between employees and organizations. Also, the hint changes team working attitude and behavior via effort-reward expectancy relationship. ERP project support has two types: substance support and spirit support. Two support types have two infections to ERP implementation, direct and indirect. Former supports is more substantial, behavioral influence and focus on specific activities, while the latter shows more infection as spirit, e.g. influence by infecting ERP project members. The estimates are consistent with my enterprises interview and reflect that Compeau and Higgins' study can also be used in ERP area.3.Let employee involved in ERP implement is of importance to reduce people reject. Users attend ERP system implementation can help system better fit users' needs, enhance employee' buy in to ERP project and strengthen ownership, so as to reduce reject. From Doll and Torkzadeh's eye, user participation can be divided into user actual participation and user desired participation. Demonstration reflects user actual participation has significant influence on user information satisfaction, while user desired one do not. This is somewhat discrepancy with Doll and Torkzadeh. This is because ERP project needs close cooperation with different departments, user desired participation can not be fulfilled for cooperation issue oftentimes and influence user satisfaction accordingly.4. Oversea ERP system user's perceived usefulness has significant influence on system implementation results. There is no big difference between two group users considering users' perceived usefulness to system user information satisfaction. During interview, we got that most personal enterprises have implemented two ERP systems, domestic one and oversea one. Two systems operate at the same time with different functions: oversea one for daily operation management and domestic one for finance management. The status has reflected our country's tax and revenue requirement. But in view of implementation sequence (oversea one is normally later than domestic one), oversea system is more helpful to enhance enterprise management level but is less agility.