DocumentCode
2420021
Title
Measuring Perceived Quality and Satisfaction of ERP Systems: An Empirical Study with Customers of a Brazilian Software Company
Author
Leite, R.S. ; de Carvalho, R.B. ; Filho, C.G.
Author_Institution
Catholic Univ. of Minas Gerais, Belo Horizonte
fYear
2009
fDate
5-8 Jan. 2009
Firstpage
1
Lastpage
8
Abstract
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.
Keywords
customer satisfaction; enterprise resource planning; quality management; Brazilian software company; ERP customer loyalty; ERP system quality; enterprise resource planning; Companies; Customer satisfaction; Enterprise resource planning; Focusing; IEC standards; ISO standards; Quality management; Reflection; Software measurement; Software quality;
fLanguage
English
Publisher
ieee
Conference_Titel
System Sciences, 2009. HICSS '09. 42nd Hawaii International Conference on
Conference_Location
Big Island, HI
ISSN
1530-1605
Print_ISBN
978-0-7695-3450-3
Type
conf
DOI
10.1109/HICSS.2009.304
Filename
4755760
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