Evaluating The Effect of Erp System Implementation On User Satisfaction: A Case Study of Bunna Bank
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Date
2024-10
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Addis Ababa University
Abstract
This study delves into the multifaceted relationship between user satisfaction and the
successful implementation of an Enterprise Resource Planning (ERP) system at Bunna Bank
SC, a prominent Ethiopian banking institution. Employing a robust mixed-methods approach,
the research combines quantitative survey data from 348 employees with qualitative insights
gleaned from in-depth interviews with 15 key stakeholders directly involved in the ERP
implementation process. The study reveals a strong, positive correlation between user
satisfaction and three critical factors: system performance, usability, and functionality. While
the ERP system at Bunna Bank has demonstrably improved operational efficiency,
streamlined workflows, and facilitated better collaboration between departments, the
research identifies several areas for improvement. While users generally perceive the
system’s performance as adequate, they express concerns about its ability to handle peak
loads and expedite data processing, particularly during high-demand periods, suggesting a
need for targeted investments in infrastructure upgrades or system optimization. The research
also underscores the positive impact of the ERP system’s usability on user satisfaction.
Respondents praise the intuitive interface and straightforward navigation, which facilitate
easy learning and adoption, but suggest further enhancements to customization options and
interface elements to better align the system with evolving user needs. Regarding
functionality, the ERP system at Bunna Bank generally meets core operational needs, but the
research points to the potential for improved customization capabilities, which would enable
the system to adapt more effectively to evolving business processes. Qualitative data collected
through interviews provides valuable context to these findings, with employees expressing
their appreciation for the system’s reliability, user-friendliness, and comprehensive
functionality, highlighting its positive impact on their satisfaction. Based on these insights,
the study presents specific recommendations for enhancing user satisfaction at Bunna Bank,
including prioritizing system performance improvements, ensuring comprehensive user
training, actively incorporating user feedback for system enhancements, and cultivating a
user-centered culture within the bank. The study provides valuable practical guidance for
optimizing ERP systems to achieve long-term user acceptance and maximize business
outcomes.
Keywords: Enterprise Resource Planning (ERP), User Satisfaction, System Performance,
Usability, Functionality,