Empirical research on the factor of ERP's User Customer Satisfaction based on triadic reciprocal determinism

Abstract

Extant studies fail to find a significant relationship between information technology investment and firm performance. According to the theory of triadic reciprocal determinism, the determinants of ERP's User Customer Satisfaction include environmental factors (organizational culture, top management support, etc.), user behavior factors (participation in ERP project), and user personal factors (ERP self efficacy, belief on ERP.). By investigating 289 ERP system users, we test various factors on the ERP's User Customer Satisfaction as well as their interactions. The evidence indicates that three factors all have positive impact on the ERP's User Customer Satisfaction, but the mechanisms through which they affect customer satisfaction are different. © 2010 IEEE.