Assessing ERP post-implementation success at the individual level: Revisiting the role of service quality
Authors: Hsu, Pei-Fang; Yen, HsiuJu Rebecca; Chung, Jung-Ching
Journal: Information & Management (2015)
While previous studies have devoted great attention to success of ERP implementation, this study aims to investigate how the different qualities of an ERP system affect its post-implementation success from the user’s perspective. We refined DeLone and McLean’s IS success model to examine the relative importance of ERP system quality, information quality, and service quality on post-implementation success, with users’ satisfaction, users’ individual benefits, and a very critical yet seldom investigated variable, users’ extended use of ERP systems, as the outcome variables. Our research model was empirically examined with data from 151 ERP users. We found that service quality, in conjunction with system quality and information quality significantly affects ERP post-implementation success in terms of user satisfaction. More importantly, service quality was found to significantly interact with information and system qualities to promote an ERP system’s post-implementation success by increasing employees’ extended use. The results also support our argument that extended use is a rich measure that captures contextualized usage of an implemented ERP system. From a theoretical point of vi…