A Study of End Users' Perceived Usefulness of and Satisfaction With Enterprise Resource Planning Systems in Higher Education

Shau E. Su

Document Type

Dissertation

Degree Name

Doctor of Education (Ed.D)

Department

Higher Edu and Learning Technology

Date of Award

Spring 2012

Abstract

Enterprise Resource Planning (ERP) systems have become necessities in today's educational arena and are used extensively to improve office productivity and institutional efficacy. As the implementation of ERP systems usually is costly and time-consuming, it is imperative for administrators to understand how end users adopt the introduced innovation in the post-implementation stage and provide interventions as needed. The purpose of this study was to explore users' perceived usefulness of and satisfaction with the ERP system in the post-implementation stage with a quantitative method. Research questions were formulated based on literature reviewed on ERP implementation and in reference to leading theories regarding technical innovation adoption, such as Diffusion of Innovation Theory (DIT), Technology Acceptance Model (TAM) and End User Computing (EUC). An online survey consisted of items from prior studies was administered to 123 end users who used an online purchasing system in a 4-year public national university in northeast Texas. Data collected were examined with t-test, correlation, and one-way ANOVA. Results indicated that significant differences existed between supervisory and non-supervisory groups in their perceived usefulness of the ERP. Supervisory users reported statistically lower scores on two of the six items associated with the perceived usefulness construct. Strong correlational relationships were detected among communication, training, perceived usefulness, and perceived satisfaction. Specifically, training had a stronger impact on perceived satisfaction than perceived usefulness did. End users' educational background was found to affect their perceived satisfaction with the ERP. Based on the results of one-way ANOVA, Tukey post-hoc comparisons and effect sizes obtained, end users holding doctoral degree tended to be least satisfied with the ERP. In conclusion, prior to the ERP implementation, administrators in higher education should develop an integral strategic plan which put communication and training into account. Solutions to increase users' satisfaction of the mandated ERP include implementing opinion leaders to facilitate communication and offering training in different forms to meet end users' needs. After the ERP is implemented, administrators should continue to assess the end users' acceptance to the mandated ERP and provide managerial interventions as needed.

Advisor

Leah Wickersham

Subject Categories

Education | Educational Technology

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