Evaluating stakeholders performance of ERP systems in Saudi Arabia higher education

Abstract

Enterprise resource planning (ERP) systems are complex and comprehensive software packages designed to integrate business processes and functions. Despite the difficulties and risks of implementing such a system, the last decade has seen a remarkable global diffusion of such systems. To cope with technical developments, the Saudi Arabian government is starting to implement them in both private and public organisations, including the higher education (HE). HE in Saudi Arabia applies integrated solutions to replace existing systems, supporting all its business functions and improving effectiveness and efficiency. Evaluating the impact of ERP adoption on stakeholders’ performance is complex and no single existing model was considered adequate. To overcome their various weaknesses, this study integrates three models (Task Technology Fit, the Information Systems Success Model and End User Computing Satisfaction) to produce a new model which offers a comprehensive view of the most important factors affecting stakeholders’ performance. This integration results in a theoretical framework that is used as model for empirical investigations of the impact of ERP systems on HE stakeholders. The aim of this research is to assess the impact of ERP systems on Saudi academic institutions, focusing on stakeholders’ post-implementation performance. Three case studies are examined, using mixed methods of interviews and questionnaires to collect quantitative and qualitative data. SPSS 20 and analytical techniques were undertaken to analyse case studies data. While the results varied according to the circumstances of each case, the overall quantitative findings were that there were six significant factors in the system quality dimension (timeliness, flexibility, ease of use, content, currency and authorisation) and two (reliability and responsiveness) in the service quality dimension. These results were consistent with those of the qualitative phase, which identified a number of other factors having a significant impact on stakeholder performance: resistance to change, continuous training and education, appropriate systems customisation and top management support. In general, it was found that ERP systems had a significant of positive and negative nature impact on HE stakeholders’ performance and productivity in Saudi Arabia.