BANDUNG — User satisfaction has proven to be the most critical determinant in maximizing the net benefits of SAP Enterprise Resource Planning implementation within a Managed Service Provider company. This key finding was revealed in a recent scientific study conducted by Nurul Farikhah and Ratih Hendayani from Telkom University in 2026. The research provides essential guidance for corporate management to optimize post-implementation IT investments and strengthen overall operational efficiency.
Contextually, the managed service provider fully deployed the SAP ERP platform in early 2025 to streamline and integrate its core operational processes. However, internal data recorded one year after deployment revealed ongoing user support requests. The reported issues were dominated by user guidance inquiries at fifty percent, system enhancement requests at twenty-five percent, data inconsistencies at fifteen percent, and system bugs or errors at ten percent. These conditions highlighted the urgent need to evaluate system quality, information quality, and service quality from the users' perspective.
The research methodology employed a quantitative causal design adapting the Information Systems Success Model tailored for a post-implementation setting. Data were collected through a survey of 162 SAP ERP users across various departments, including technical support and inventory. The data were analyzed using Partial Least Squares Structural Equation Modeling combined with Importance-Performance Map Analysis to evaluate both the importance and performance metrics of each variable.
The main findings confirm that all eight proposed hypotheses were statistically supported. System quality, information quality, and service quality exert positive and significant effects on both perceived usefulness and user satisfaction. Furthermore, perceived usefulness directly enhances user satisfaction, while user satisfaction demonstrates the strongest direct impact on generating net benefits at both individual and organizational levels. The performance mapping analysis further identified information quality and perceived usefulness as priority areas requiring immediate improvement due to their high importance but below-average performance scores.
The implications of this study offer valuable insights for enterprise IT governance and business management. Decision-makers are advised to prioritize user satisfaction through systematic evaluations. Practical measures should focus on improving data accuracy, conducting regular user training sessions, enhancing user guidance accessibility, and maintaining continuous monitoring of technical system reliability and support services.
Authors:
Nurul Farikhah (Telkom University)
Ratih Hendayani (Telkom University)
Research Source:
The Evaluation of SAP ERP Implementation using ISSM (Study Case: Managed Service Provider Company)
East Asian Journal of Multidisciplinary Research (EAJMR), 2026
DOI: https://doi.org/10.55927/eajmr.v5i9.308
URL: https://journaleajmr.my.id/index.php/eajmr
.jpg)
0 Komentar