Cover Image

The impact of enterprise resource planning (ERP) on the operational and managerial effectiveness of an organization: a case study at Telekom Malaysia / Noor'aini Ismail

The enterprise resource planning (ERP) system is known to be a robust system and is in high demand in Malaysia. With its capabilities to integrate all the core modules like Procurement, Finance, Accounting and Human Resources, this system is able to fulfill all the companies' requirements to ha...

Full description

Saved in:
Bibliographic Details
Main Author: Ismail, Noor'aini
Format: Thesis
Language:English
Published: 2017
Subjects:
Telecommunication
Online Access:https://ir.uitm.edu.my/id/eprint/37191/1/37191.pdf
https://ir.uitm.edu.my/id/eprint/37191/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uitm.ir.37191
record_format eprints
spelling my.uitm.ir.371912024-09-23T06:37:24Z https://ir.uitm.edu.my/id/eprint/37191/ The impact of enterprise resource planning (ERP) on the operational and managerial effectiveness of an organization: a case study at Telekom Malaysia / Noor'aini Ismail Ismail, Noor'aini Telecommunication The enterprise resource planning (ERP) system is known to be a robust system and is in high demand in Malaysia. With its capabilities to integrate all the core modules like Procurement, Finance, Accounting and Human Resources, this system is able to fulfill all the companies' requirements to have a centralized system which can manage all the operational and managerial tasks in the organisation. This can be seen in the industrial sector such as the telecomunications industries, which are taking a high risk in implementing this system while expecting positive effects to their organisation. Considering the perks that organizations may enjoy, such as better customer satisfaction, improved information accuracy and improved decision-making for the top management, this robust system has become among the most risky investments for an organization. The goal of this study is to investigate the factors which most contribute to the effectiveness of the ERP system by employing five constructs from seven of DeLone and McLean's Updated IS Success Model (2003). The factors are information quality, system quality, service quality, user satisfaction and net benefits. This quantitative study illustrates the experiences of end users from various departments with various privileges in the headquarters of the telecommunication organization. A survey method was conducted to understand the relationship between the constructs and effectiveness of the ERP system. The findings indicate the significant impact of service quality to the net benefits, in both models of with or without mediating factors. While information quality and service quality shows not significant to the net benefits with or without mediating factors. The effectiveness of the system depends solely on user satisfaction. Since ERP system implementation is considered risky to any organization, the reliability of the system and its service are very much depending on the perceptions on the end-users. From the perspectives of business requirements, today's business experts are as well very much relying on tools in supporting them generating revenue for the organization. Hence, IT governance should play their roles for an actionable strategy to improvise the ERP system in the organization and so forth crafting the acceptable fashion of using the system effectively organization itself. 2017 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/37191/1/37191.pdf The impact of enterprise resource planning (ERP) on the operational and managerial effectiveness of an organization: a case study at Telekom Malaysia / Noor'aini Ismail. (2017) Masters thesis, thesis, Universiti Teknologi MARA (UiTM). <http://terminalib.uitm.edu.my/37191.pdf>
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Telecommunication
spellingShingle Telecommunication
Ismail, Noor'aini
The impact of enterprise resource planning (ERP) on the operational and managerial effectiveness of an organization: a case study at Telekom Malaysia / Noor'aini Ismail
description The enterprise resource planning (ERP) system is known to be a robust system and is in high demand in Malaysia. With its capabilities to integrate all the core modules like Procurement, Finance, Accounting and Human Resources, this system is able to fulfill all the companies' requirements to have a centralized system which can manage all the operational and managerial tasks in the organisation. This can be seen in the industrial sector such as the telecomunications industries, which are taking a high risk in implementing this system while expecting positive effects to their organisation. Considering the perks that organizations may enjoy, such as better customer satisfaction, improved information accuracy and improved decision-making for the top management, this robust system has become among the most risky investments for an organization. The goal of this study is to investigate the factors which most contribute to the effectiveness of the ERP system by employing five constructs from seven of DeLone and McLean's Updated IS Success Model (2003). The factors are information quality, system quality, service quality, user satisfaction and net benefits. This quantitative study illustrates the experiences of end users from various departments with various privileges in the headquarters of the telecommunication organization. A survey method was conducted to understand the relationship between the constructs and effectiveness of the ERP system. The findings indicate the significant impact of service quality to the net benefits, in both models of with or without mediating factors. While information quality and service quality shows not significant to the net benefits with or without mediating factors. The effectiveness of the system depends solely on user satisfaction. Since ERP system implementation is considered risky to any organization, the reliability of the system and its service are very much depending on the perceptions on the end-users. From the perspectives of business requirements, today's business experts are as well very much relying on tools in supporting them generating revenue for the organization. Hence, IT governance should play their roles for an actionable strategy to improvise the ERP system in the organization and so forth crafting the acceptable fashion of using the system effectively organization itself.
format Thesis
author Ismail, Noor'aini
author_facet Ismail, Noor'aini
author_sort Ismail, Noor'aini
title The impact of enterprise resource planning (ERP) on the operational and managerial effectiveness of an organization: a case study at Telekom Malaysia / Noor'aini Ismail
title_short The impact of enterprise resource planning (ERP) on the operational and managerial effectiveness of an organization: a case study at Telekom Malaysia / Noor'aini Ismail
title_full The impact of enterprise resource planning (ERP) on the operational and managerial effectiveness of an organization: a case study at Telekom Malaysia / Noor'aini Ismail
title_fullStr The impact of enterprise resource planning (ERP) on the operational and managerial effectiveness of an organization: a case study at Telekom Malaysia / Noor'aini Ismail
title_full_unstemmed The impact of enterprise resource planning (ERP) on the operational and managerial effectiveness of an organization: a case study at Telekom Malaysia / Noor'aini Ismail
title_sort impact of enterprise resource planning (erp) on the operational and managerial effectiveness of an organization: a case study at telekom malaysia / noor'aini ismail
publishDate 2017
url https://ir.uitm.edu.my/id/eprint/37191/1/37191.pdf
https://ir.uitm.edu.my/id/eprint/37191/
_version_ 1811596663594156032
score 13.211869

Similar Items