User Satisfaction Factors of ERP Systems: The Case of a Manufacturing Company in Sri Lanka

Dushyantha Kulathunga, Malin Krishantha Fernando


The purpose of this study was to examine the factors influencing the user satisfaction of ERP systems. A research model was developed based on prior literature and six hypotheses were proposed. For data collection purpose, a questionnaire was developed by adopting questionnaire items from previous and established literature. Study focused on Alpha company as the case company of this study. The questionnaires were distributed and data were collected from all 45 employees who were using the ERP system. Multiple regression analysis revealed that information content, format, timeliness of the output are the critical success factors affecting the user satisfaction of the ERP system. The present research contributed to the theory by testing a new research model on user satisfaction. It further has implications for the managers by emphasizing the areas to be focused to increase user satisfaction, which would in turn lead to successful and effective use of the ERP system.

Keywords: ERP, User satisfaction, User adoption, Manufacturing sector, Sri Lanka

DOI: 10.7176/EJBM/11-33-12

Publication date: November 30th 2019

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