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Abstract:

Purpose – The purpose of this paper is to identify the effects of benefits, barriers and risks on user satisfaction in ERP projects.

Design/methodology/approach – ERP systems are costly and complex systems. They require heavy investments. ERP systems provide a lot of benefits. However, there are some barriers that need to be solved during implementation if maximum of benefits is aimed. If barriers are not solved adequately, they become drivers of risks. Benefits, barriers and risks have important effects on user satisfaction. Post implementation reviews are important tools to gain insights about the effect of benefits, barriers and risks on user satisfaction. However, post implementation reviews of ERP projects are not commonly realized. First, a literature review on ERP benefits, barriers and risks is conducted. Second, benefits, barriers and risks are checked with their effects on user satisfaction in ERP projects. The research is conducted in a branch of a multinational firm. A questionnaire consisting of statements related with benefits, barriers, risks and user satisfaction is used. The questionnaire is given to 32 individuals; 25 of whom respond to the questionnaire.

Findings – The findings suggest that in this case study benefits are more effective on user satisfaction in ERP projects.

Originality/value – This research puts forward an example for a post implementation review. However, the results show that firms aiming to succeed in ERP projects should emphasize benefits.

Keywords:

Customer satisfaction, Manufacturing resource planning

Article Type:

Research paper

Article URL:

http://www.emeraldinsight.com/10.1108/17410390910999585

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