#TITLE_ALTERNATIVE#

• Main Author: Leonidas Sumarna (NIM 234 03 041), Dani
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/7528
• Institution: Institut Teknologi Bandung

Abstract: <br /> <br /> <br /> Business organizations worldwide are adopting Enterprise Resource Planning (ERP) systems. Based on Information System growth in the last ten year, a number of studies deliberate the adoption and implementation of ERP but further research need tc investigate the success of the system. The ERP success model suggests that various implementation factors play critical roles in the success of an information system, however there is little empirical research about the implementation of ERP which measure service quality as important factor. Our study complements the growing body of knowledge in this area as we attempt to extend the dimensions of success in the measurement model. The importance of service quality appear since 1980s when IS organization developed as information and service provider that couldnot be separated. ERP implementation fee include system and service fee. Based on this situation, the importance of internal service quality in organization appeared and need to be measured. Service quality has unique characteristics that may impact the importance of factors that apply to it. In this study, exploratory survey and confirmatory survey investigated a model of ERP implementation success model with information quality, system quality, individual impact, workgroup inipact, organization impact as prime dimensions of Ek implementation success model (based on Gables and t nedos past finding) and service quality as additional dimension. In the studys main phase, we used direct surveys on organization which implemented SAP. 94 SAP user cothpleted 44 measured items in cilfestionaires. The results froitl a Partial Least Squares analysis identified that internal service quality are important, relevant, valid and reliable as additional dimension of E1.P success mode. Path analysis between each dimension measured to describe cdttsatity relationship between dimensions. This study limited by time and region so that further study include much more organizational and larger research area need to be done to build the importance of service quality became one of the prime ERP implementation success dimensions.