Measuring ERP success: The key-users' viewpoint of the ERP to produce a viable IS in the organization

Enterprise resource planning (ERP) systems are becoming mature technologies to support inter- and intra-company business processes even in small and medium enterprises. However, ERP systems are complex and expensive, and the decision to install an ERP system necessitates a choice of mechanisms for determining whether the ERP is needed, and once implemented, whether it is successful. User satisfaction is one evaluation mechanism for determining system success. This study looked at key-user satisfaction as a means of determining system success. Initial analyses of ERP system characteristics important for the environment were explored, and some previously validated user satisfaction instruments were selected for examination, using rigorous and systematic interview techniques and iterative development methods. A questionnaire was developed and then tested to prove its reliability and validity. Finally, a relationship was shown to exist between key-user satisfaction and perceived system success. (c) 2005 Elsevier Ltd. All rights reserved.