SAP Implementation, User’s Satisfaction, and Its Utilization

DOI

10.2991/apbec-18.2019.29How to use a DOI?

Keywords

SAP implementation; user satisfaction; user perceptions; SAP utilization.

Abstract

This study explores the extent to which System Application and Product (SAP) implementation can satisfy users completing their work regarding user perceptions. Moreover, the extent to which the theory of planned behavior (TPB) moderates satisfaction provides positive user influence on SAP utilization continuously. The data for this study were obtained from surveys by distributing questionnaires to SAP users and conducting interviews with several people who were directly involved either in doing implementation or using SAP. Based on a survey of 67 respondents, results support the two dimensions of information system (IS) success—system quality and perceived usefulness—have a significant effect on user satisfaction. The high quality of SAP further enhances user satisfaction about SAP itself, and when SAP provides benefits to users, it will further please them. However, the evidence does not seem to suggest that information quality affects user satisfaction. This fact may be evidenced in that SAP releases information in the form of financial statements, and if they needed to be processed again, users would be less satisfied. TPB explains that the effect of user satisfaction increases the intention to use the system continuously. This study finds significant user satisfaction from their utilization with and without TPB moderating.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Mira Falatifah
AU  - Kurnia Indah Sumunar
AU  - Elvia R. Shauki
AU  - Vera Diyanty
PY  - 2019/07
DA  - 2019/07
TI  - SAP Implementation, User’s Satisfaction, and Its Utilization
BT  - Proceedings of the Asia Pacific Business and Economics Conference (APBEC 2018)
PB  - Atlantis Press
SP  - 220
EP  - 226
SN  - 2352-5428
UR  - https://doi.org/10.2991/apbec-18.2019.29
DO  - 10.2991/apbec-18.2019.29
ID  - Falatifah2019/07
ER  -