Academic and Business Users: A Model of ERP User Acceptance

Abstract

This chapter proposes a model of ERP user acceptance, performing a qualitative assessment of a university implementation in terms of two distinctive user groups: business users and academic users. The model examines areas of system and information quality, attitudes and perceptions, training quality, user ability, and user’s situational and personal factors. Through conduction of a field study and subsequent analysis, it is concluded that the user groups, while experiencing a similar implementation process, are demonstrated as being so different and undergoing different forces that it cannot be stated which user group has the overall best level of acceptance of and satisfaction with the new ERP system. Factors such as personal and cultural background and workplace influences have proven to be extremely strong for both groups. Training is shown as having the greatest impact on the business user group, as the techniques used created favorable impressions of the new system, and it is possible such an effect could be extended to academic users, given different training circumstances.