ERP Vendor Satisfaction: From Communication and IT Capability Perspectives. Issue 1 (2nd January 2021)

• Record Type: Journal Article
• Authors: Claybaugh, Craig C.; Haried, Peter; Chen, Yan; Chen, Langtao
• Is Part Of: Journal of computer information systems. Volume 61:Issue 1(2021)
• Page Start: 64
• Page End: 75
• Publication Date: 2021-01-02
• Subjects: Enterprise resource planning (ERP) -- vendor–client communication -- IT capability -- vendor satisfaction; Electronic data processing -- Study and teaching -- Periodicals; 658.4038011
• DOI: 10.1080/08874417.2019.1566801
• Languages: English
• ISSNs: 0887-4417

Abstract

ABSTRACT: Enterprise resource planning (ERP) systems play a critical role in supporting a firm's operations. Due to this reliance, a firm interacts with both the ERP solution provider and the ERP vendor as both support and maintain this complex system. This study investigates the impact of relationship interactions and a firm's information systems (IS) technical competence on a firm's satisfaction with the ERP vendor. To this end, this paper develops and verifies a model in which a firm's past interactions and internal IS technical abilities serve as the antecedents of the firm's satisfaction with its ERP system and ERP vendor. Empirical data collected from a sample of 168 firms were analyzed. The results suggest a firm's perception of vendor conflict handling, and trust in the ERP vendor do positively influence the firm's satisfaction with the ERP vendor. IS technical competence and strategic role of IS have a positive impact on a firm's successful experience with the ERP system which ultimately leads to satisfaction perceptions.