The Effect of User’s Experience, Characteristics, and Satisfaction Toward the Adoption of ERP

Abstract

ERP is a set of module-based software coordinating various functional units within an organization. Many companies have dedicated significant organizational resources for ERP projects. However, many unexpected challenges in ERP projects can cause failure. Previous studies have investigated the relationships between ERP user’s characteristics, experience, and satisfaction independently. This research attempts to investigate the effect of the three factors simultaneously on the success of ERP adoption through a quantitative study. A survey is conducted on ERP users of three state-owned companies in Indonesia. In total, 102 responses are obtained and analyzed. The results showed a significant relation between users’ experience and satisfaction, which means that the users’ experience had a vital role in increasing user satisfaction. However, users’ characteristics have a non-significant relationship with users’ satisfaction. None of the user’s characteristic indicators provide enough information to measure the users’ satisfaction with ERP. There is a positive and significant effect between user satisfaction, measured from content, format, timeliness, and user convenience, and ERP success. The ERP success is measured in three indicators: supports organizational activities, stakeholder satisfaction, and system acceptance. The results indicate that users tend to be satisfied using ERP because ERP provides the required information accurately.