Effect of Quality, Use, and Benefits Dimensions on Success of Enterprise Resource Planning Systems in Public and Private Universities in Kenya

Abstract

Enterprise Resource Planning (ERP) systems have been adopted and implemented in the Kenyan higher education sector, with their success being described in many ways that one. Empirical studies have identified quality, use, and benefits dimensions as suitable descriptors of success of ERP systems. An understanding of ERP systems success dimensions will help to appreciate how each dimension fit in the higher education sector and provide a basis from which mitigation mechanisms can be employed to ensure success. There is need for universities to match their expectations on ERP systems with efficiency, assurance, accuracy, coupled with good support service by experienced professionals that will ensure the desired level quality is guaranteed. Engaging end-users during implementation and providing adequate training to employees have a direct impact on productive use of the ERP system. In addition, universities also need to define the strategic goals clearly before embarking on implementation, such that the process can always be steered towards the realization of benefits associated with the ERP system. A cross sectional survey methodology was adopted with a sample of 186 respondents drawn from two public and two private universities in Kenya. Primary data was collected using a structured questionnaire that was automated in order to enhance the response rate. 114 completed questionnaires were received which represented a response rate of 61%. Correlation statistics and multiple regressions were used in the data analysis that covered all aspects of the research objectives. The study found out that quality and use dimensions are good predictors of ERP success. Quality dimension was found to influence the use dimension which in turn had an impact on the net benefits dimension. Even though the use dimension was found to be significant, the study recommended the need to identify a more elaborate way of describing system use. The benefits dimension was not found to be a suitable predictor of ERP systems success. Finally, this study suggests that quality (system quality, information quality, and service quality) is the most important dimension in determining the success of ERP systems in public and private universities in Kenya.