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Information System and Service Quality: An Empirical Study of Their Impact on End-Users Satisfaction ERP Systems

Dr. Andreas, Dr.Enni Savitri

About The Authors

Dr. Andreas
Department of Accounting, Faculty of Economics and Business, Universitas Riau Indonesia

Accounting Department

Dr.Enni Savitri
Department of Accounting, Faculty of Economics and Business, Universitas Riau Indonesia


ERP systems are integrated information systems that can be applied in both business and non-business organizations. For business organizations it covers the entire functional enterprise that includes accounting and finance, production, sales, purchasing, personnel and other functions. These functions are separated by software modules and interconnected with the integrated data center. Implementation of ERP systems does not always provide satisfaction for end-users. This paper examines the quality of information systems and service that impact on end-user satisfaction, specifically banking companies located in Pekanbaru, Indonesia. Data analysis results reveal that the information systems and service quality partially affect end-users’ satisfaction with ERP systems and thus these findings, remind the designers of ERP systems to improve the quality  information systems and the availability of user friendly service.


ERP system; service quality; ends users; satisfaction

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IJRBT introduces peer-review from its first Edition onwards. The researchers submitting their papers for publication should review atleast one technical paper from their domain. The manuscript also undergoes mandatory procedural review with IJRBT review and scholar panel.