Enterprise resource planning (ERP) is now considered to be the price of entry for running a business. However, ERP systems are complex and expensive, and the decision to install an ERP system necessitates a choice of mechanisms for determining whether ERP is needed and, once implemented, whether it is successful. User satisfaction is one evaluation mechanism for determining system success. This study develops a reliable and valid instrument for measuring ERP ultimate‐user satisfaction.
Initial ERP system characteristics and the implementation context were investigated. Some previously validated instruments were selected for examination using rigorous interview techniques. A modified version was developed and pre‐tested. The instrument was then used to administer a test to 264 Taiwanese users that interact directly with an ERP system.
The results suggest a ten‐item instrument to measure three components of ultimate‐user satisfaction in an ERP environment: ERP project team and service, ERP product, and user knowledge and involvement.
This study has conducted a rigorous scale development procedure to establish a reliable and valid instrument for measuring ERP ultimate‐user satisfaction.
