Measuring Perceived Quality and Satisfaction of ERP Systems: An Empirical Study with Customers of a Brazilian Software Company

The main objective of this research is to develop a scale to measure perceived quality of ERP (enterprise resource planning) systems. The exploratory stage of the research involved in-depth interviews and focus groups and the descriptive stage comprised a survey with 684 valid cases. The study revealed that the scales to measure quality of ERP systems were valid and reliable. A structural model was used to verify antecedents of satisfaction of ERP users, and the impact of satisfaction on loyalty of ERP customers.