The development of a model on ERP success: A highlight on internal service quality

Many companies, both large and small, have implemented enterprise resource planning (ERP) systems. The ERP success needs to be evaluated in order to facilitate the improvement efforts in the companies. This is important if companies are to realise the full benefits offered by ERP systems. Most of previous studies on ERP success model were focused to evaluate the systems related dimensions but little studies had been focused on the impotance of service quality as a dimension of ERP success model. In this study we extended the dimensions of ERP success model developed by previous studies by including the internal service quality dimension. An ERP success model was developed comprising of information quality, system quality, individual impact, workgroup impact, and organization impact, and (internal)service quality. A survey was executed at Telco, a telecommunication company in Indonesia. 94 SAP users completed the questionnaires consisting of 44 measures. The results from a structural equation modeling (SEM) analysis using partial least squares (PLS) showed that internal service quality is an important, relevant, valid and reliable construct of an ERP success model.