Satisfaction With ERP System Implementation: Effects of Fits Between User Interfaces, Task Interdependence, and User Knowledge

Satisfaction With ERP System Implementation: Effects of Fits Between User Interfaces, Task Interdependence, and User Knowledge

Boonlert Watjatrakul (Assumption University, Thailand) and Vimolluck Vatanapitukpong (Network of Freight Co., Ltd, Thailand)
Copyright: © 2021 |Pages: 20
DOI: 10.4018/IJEIS.2021100106
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While many studies explain factors influencing the success of ERP implementation, little is known about the system outcome to satisfy user expectations based on the concepts of task-technology fit and person-task fit. The study examines the effects of fits between user interfaces, task interdependence, and user knowledge on system utilization and performance impacts leading to user satisfaction with ERP system implementation. Based on the structural equation modeling analysis and two-way interaction test results, a user interface dampens the positive effect of task interdependence on task-technology fit while it strengthens the positive effect of user knowledge on task-technology fit. Task interdependence dampens the positive effect of user knowledge on system utilization. The results provide guidance on how to enhance the system impacts on user performance and encourage the system usage resulting in user satisfaction with the ERP system implementation. The paper provides detailed discussions of the results, the implications for theory and practices, and the study limitations.
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1. Introduction

Many organizations have implemented enterprise resource planning (ERP) systems which allow them to automate and integrate business activities by accessing and sharing information across the enterprise in a real time (e.g., Bender et al., 2021; Muscatello and Chen, 2008). Many studies have examined factors affecting ERP system implementation success (e.g., Phan and Bui, 2021; Gavidia et al., 2021; Al-Mashari et al., 2003; Nah et al., 2001). However, there is a lack of understanding of how person, technology and task characteristics incorporate to predict the success of ERP system implementation in terms of the potential system outcomes to satisfy user expectations, which is the foundation of the ERP implementation success (Putra et al., 2021; Maldonado and Sierra, 2013; Bradley and Lee, 2007).

Previous studies applied the task-technology fit theory to investigate how a mix between task and technology characteristics and a mix between individual and technology characteristics produce the levels of task-technology fit resulting in individual performance to accomplish their tasks effectively (e.g., Goodhue and Thomson, 1995; Wells et al., 2003; Hackos and Redish, 1998; Phan and Bui, 2021). User performance increases if information systems can support tasks that will be done by the user (technology-task fit) and if the systems correspond with user characteristic (technology-person fit). On the other hand, many studies in applied psychology attempted to understand how a mix between person and task characteristics enhance individuals’ performance and satisfaction (e.g., Caldwell and O’Reilly, 1990; Holland, 1985). Persons will satisfy with their tasks if they can do tasks they needed (person-task fit). However, it is unclear how a mix between person and task characteristics enables persons to use a technology to accomplish their tasks effectively (Ammenwerth et al., 2006).

The study operationalizes task, technology and person characteristics as task interdependence, user interfaces and user knowledge respectively. Task interdependence is the main objective of using ERP systems (Gattiker and Goodhue, 2005). ERPs enable users to collaborate jobs and facilitate information sharing across the enterprise to complete the users’ tasks (Bendoly et al., 2006). Gattiker and Goodhue (2004) contented that the greater the extent of task interdependence, the greater the potential for ERP system utility. A user interface is one of the most influential factors to adopt ERP systems (Lambeck et al., 2014; Homann et al., 2013). A well-designed user interface allows users to set ERP software for their own preferences and configure their personal screen to their needs, while a poor user interface prevents users from making the most of ERP software’s functionalities. A “people” factor is the highest priority of critical success factors for ERP implementation and user-system collaboration will increase the ERP usability (Sun et al., 2005; Babaian et al., 2006). User knowledge, a key component of the people factor, is a prerequisite to implement ERP systems successfully (Candra, 2012; Ali et al., 2010).

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