Creator of Knowledge
Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

ERP User Perceptions and Service Delivery Challenges

ERP User Perceptions and Service Delivery Challenges
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Author(s): Amos Chege Kirongo (Meru University of Science and Technology, Kenya) and Guyo Sarr Huka (Meru University of Science and Technology, Kenya)
Copyright: 2020
Pages: 14
Source title: Metrics and Models for Evaluating the Quality and Effectiveness of ERP Software
Source Author(s)/Editor(s): Geoffrey Muchiri Muketha (Murang'a University of Technology, Kenya) and Elyjoy Muthoni Micheni (Technical University of Kenya, Kenya)
DOI: 10.4018/978-1-5225-7678-5.ch007


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This chapter introduces the service delivery challenges experienced by users of enterprise resource planning systems (ERP) by discussing the user perceptions. The authors administered questionnaires to users of ERP systems and user perception of ERPs was found to affect them in service delivery. Software complexity, software usability, and user resistance were found out as challenges contributing the challenge of service delivery. Attribution theory, diffusion of innovation theory, and compatibility maturity model are discussed; existing theories are discussed in the chapter. Findings are outlined and conclusion made based on the questionnaires addressed to the respondents.

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