Assessing the Success of ICT’s from a User Perspective: A Case of Coffee Research Foundation

Abstract

This study was conducted to evaluate the success of an enterprise resource planning (ERP) system from the users’ perspective and to validate the application of the updated DeLone and McLean IS success model (2003) within a local context. The research involved the use of questionnaires, interviews, and focus group discussion (FGD) to collect data regarding the use of Microsoft Dynamics ERP system and to test and validate the IS success model. The questionnaires were developed based on a comprehensive review of existing literature and were later administered to users at the Coffee Research Foundation (CRF), a national coffee research institution located in Ruiru, Kenya. Pearson’s correlation analysis was used to analyze quantitative data while FGD analysis helped in gaining an in depth understanding of the responses concerning the various model constructs. Quantitative data was analyzed using Statistical Package for Social Sciences (SPSS). Data was first entered into Microsoft Excel and later imported into SPSS for detailed analysis. In addition, descriptive statistics were used to help in understanding the characteristics of the study population. A triangulation of the results from quantitative and qualitative analysis indicated that the ERP system under investigation was successful from the users’ perspective and that DeLone & McLean’s IS model (2003) holds when used within a local context. The study further revealed that system quality, information quality, and service quality are critical factors that dictate how ICT systems are used in organizations.