Measuring end user satisfaction in enterprise resource planning in India

Alagirisamy Kamatchi Subbiah Sukumaran

International Journal of Business Information Systems, 2016, vol. 21, issue 3, 353-367

Abstract: End user satisfaction in enterprise resource planning (ERP) among the employees in India has been analysed using EUCS instrument. This study is unique in including 'expectations' and 'dependable' to measure satisfaction in a modified EUCS scale. EUCS had been used only in a few of the studies in ERP and the existing literature on user satisfaction also had emphasised the need for retesting of the instrument in many countries and cultures. ERP market in India is expected to grow at a CAGR of 22.2% over the period 2011-2015 (TechNavio) and India is a key player in the IT market. Its IT end users are culturally different from other countries. Hence, there is need for this study and for re-testing the EUCS instrument among the end users of ERP in India. The study also attempted to find the differences in satisfaction among the employees having different work experiences and demographic characteristics.

Keywords: end user satisfaction; EUCS; expectations; dependability; enterprise resource planning; ERP; modified EUCS; total experience; organisational experience; India; satisfaction measurement; employee satisfaction. (search for similar items in EconPapers)
Date: 2016
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