The impact of key user engagement and erp application to end user satisfaction with software upgrade as the moderating | [Science International • 2020]

Author(s):

1. Zeplin J. H. Tarigan: Master of Management Department, Petra Christian University, 60236 Surabaya, Indonesia

2. Sautma R. Basana: Management Department, Petra Christian University, 60236 Surabaya, Indonesia

3. H. Siagian: Master of Management Department, Petra Christian University, 60236 Surabaya, Indonesia

4. W. Suprapto: Management Department, Petra Christian University, 60236 Surabaya, Indonesia

Abstract:

Many companies implement Enterprise Resources Planning (ERP) to reap the benefits of increasing the company's value. The ERP implementation should be upgraded along with the changes in the business operation of the company. The changes in operation are monitored and controlled by top management. Meanwhile, the company develops continuously ERP through key users. The top management has to attract the key users to engage in the process so that the key users can customize the system. The key user engagement brings direct impacts to th e ERP application and end-user satisfaction. The ERP application set by the key users can bring a positive impact to end user satisfaction. The ERP development can be achieved by upgrading the ERP software so that the ERP can increase the impact of the key user engagement to end-user satisfaction. However, the software upgrades to the ERP application bring a negative impact on end-user satisfaction. This is caused by the end user's extra efforts to produce better-integrated data among management functions after the software upgrades. The end users have to comprehend and relearn the newly upgraded software, in order to fulfill the needs of the integration, coordination, and collaboration among different functions, which add extra job responsibility to the end -users.

Page(s): 519-524

DOI: DOI not available

Published: Journal: Science International, Volume: 32, Issue: 5, Year: 2020

Keywords:

EndUser Satisfaction , ERP Application , Software Upgrade , Key User Engagement

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