The Evaluation of SAP ERP Implementation using ISSM (Study Case: Managed Service Provider Company)

Abstract

This study aims to evaluate the success of SAP ERP implementation using the Information Systems Success Model (ISSM), in which the Intention to Use/Use construct is adapted into Perceived Usefulness as the SAP ERP is already fully operational within the company’s daily business processes. Data were collected through a quantitative survey of SAP ERP users and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The results show that System Quality, Information Quality, and Service Quality have positive and significant effects on Perceived Usefulness and User Satisfaction. Perceived Usefulness has positive and significant effect on User Satisfaction, and User Satisfaction also has positive and significant effect on Net Benefit. All eight hypotheses were supported. Among the tested relationships, User Satisfaction has the strongest direct effect on Net Benefit. These findings suggest the management maintain User Satisfaction while improving Information Quality and Perceived Usefulness through better data quality, user training, and user socialization, supported by regular monitoring of System Quality and Service Quality.