M.Sc Thesis

M.Sc StudentNeta Ben-Aroya
SubjectThe Satisfaction of ERP System Users in an Academic
DepartmentDepartment of Architecture and Town Planning
Supervisor Full Professors Hazzan Orit
Full Thesis text - in Hebrew Full thesis text - Hebrew Version


Enterprise Resource Planning (ERP) Systems are commercial off-the-shelf products which encompasses processes across the whole organization. Hence, although this integrative approach can have a tremendous payback, simply installing the software without changing the organizational culture and the way people do their jobs may lead to significant financial losses as well as to reduction in business opportunities. Measuring user satisfaction is considered in the academic literature as one of the most important evaluation mechanism for determining the success of ERP systems.

The research goal was to investigate the satisfaction of ERP users in an academic organization and to identify problematic issues. The research was conducted in an academic organization, which is divided into an academic institute and a Ltd. foundation company. The chosen ERP vendor was SAP Company. Implementing an ERP system in both bodies at the same time was quite a complicated challenge since they used to have totally different work processes. The implementation project was condensed and limited to nine months only.

The research questions were:

  1. How do users perceive their usage of the system?
  2. How suitable are the customized ERP processes What is the exto the system users?
  3. What are the satisfaction level differences between different types of users?
  4. What are the characteristics of the problematic processes in the system?

The research was based on the qualitative research paradigm. It was conducted in seven of the organization units and analyzed users’ satisfaction three years after ‘going live’ of the system.

The research findings are presented according to four users’ profiles, reflecting their working manner with the system:



Work Scope


(Frequent User)


(Occasional User)

Wide Perspective

Profile I

Profile II

Narrow Perspective

Profile III

Profile IV

For each profile, the research presents its findings by six categories.

The thesis formulated based on the data analysis is:

  1. Wide perspective of the system increases users’ satisfaction.
  2. Frequent system usage increases users’ satisfaction.

The research theoretical value stems from its contribution to the knowledge base in the implementation of ERP systems in academic organizations, system satisfaction level by different user profiles, and resource and effort allocation based on user profiles in ERP implementation projects.

The research practical value is reflected in applicable conclusions for managing the problems identified, and operational recommendations to be applied in organizations planning to implement an ERP system.