Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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A Study on Service Quality, System Acceptance and Relationship in the ERP Services to SMEs

중소기업에 적용된 ERP 서비스에서의 서비스 품질과 시스템 수용 및 상관성에 관한 연구

  • Seo, Jin Seok (Department of Industrial & Management Engineering, Hannam University) ;
  • Kim, Chong Su (Department of Industrial & Management Engineering, Hannam University)
  • 서진석 (한남대학교 산업경영공학과) ;
  • 김종수 (한남대학교 산업경영공학과)
  • Received : 2016.04.21
  • Accepted : 2016.06.25
  • Published : 2016.06.30
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Abstract

The quality of service in ERP services is a key issue in innovating the ERP performance as an IT service for corporations. Currently, most of the research works for this area are based on the existing quality models such as SERVQUAL, which are said not to measure service quality properly. Also, it does not consider the factor of the system acceptance, which is thought to be closely related to the quality of service in this type of IT services. Therefore, a research model is required, which can address the issues related to the ERP service quality measurements. In this paper, new research models have been proposed, and empirical data obtained from SME's ERP users have been applied to the proposed model to analyze the causal relationship between quality factors and to identify the most suitable quality measures. Also, the relationship between the service quality and the system acceptance was analyzed using a combined model. The results show that factors such as productivity and convenience affects the quality mostly and that the most appropriate measure for the service quality of ERP service is satisfaction. Also, for the system acceptance, the ease-of-use is the main factor. And, the service quality and system acceptance shows a strong correlation. This means that, in order to enhance the quality of ERP services, the service provider needs to provide customers with productivity-enhanced user-friendly IT services and active product support. The work of this research can help to improve the service quality and the user acceptance of ERP services and to lead further research works in this area.

Keywords

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