The Effect of ERP Successful Implementation on Employees' Productivity, Service Quality and Innovation: An Empirical Study in Telecommunication Sector in Jordan

Abstract

The aim of this research paper is to identify the effect of ERP successful implementation on employees' productivity, service quality and innovation. Data were collected via questionnaires from 129 employees working in the Jordanian telecommunication organizations. The collected data were analyzed using descriptive statistics and structural equation model to test the study hypotheses using AMOS 16.0. The results of this study revealed that there is a significant effect of organizational impact on employees' productivity, service quality and innovation. Whereas, satisfaction only affects the service quality and innovation of employees leaving the employee's productivity surprisingly not affected. This result is very likely due to the lack of suitable training. Therefore, one important recommendation is to develop a training course that identifies and explains to employees all the necessary changes that will occur to the business processes inside the organization as a result of the ERP implementation.