dc.description.abstract | ERP is a highly complexed application package, its modules are numerous and they are tightly coupled as well. Although majority of ERP packages provide many parameters to their users to maintain some degree of flexibility in order to minimize the gap between business process flow and system flow. But, gap exists nevertherless. The gap between ERP’’s functionalities and the business practices is called “Socio-Technical Gap”.
Social-technical gap will not just be vanished after the go-live of ERP system. Most of the ERP implementing firms, considering cost and schedule, are unable to narrow the gaps between system functions and business requirements to the minimum. With the efforts of ERP enhancement participants and ERP system users, the fit of ERP system will be higher by narrowing socio-technical gaps. As a result, the quality of ERP system after ERP enhancement will also be higher. We, thus, propose a research model for ERP system quality enhancement with system and operation fit before ERP enhancement, IT service quality, perceived user ownership, top management support, and user support the factors, and aim to establish a robust explanation for perceived system quality from the individual level of analysis.
We analyzed 107 valid responses of ERP users from the company in this case, including 31 ERP enhancement project participants (key users) and 76 ERP system users (non- keyusers). We found that only in the process dimension of the system and operation fit before ERP enhancement construct do have significant impact on the system quality after ERP enhancement. However, other four constructs: IT service quality, perceived user ownership, top management support, and user support all have significant impact on the system quality after ERP enhancement. As for moderating effect, only perceived user ownership for non- keyusers do have moderating effect. | en_US |