CCE Theses and Dissertations

Date of Award


Document Type


Degree Name

Doctor of Philosophy in Information Systems (DISS)


College of Engineering and Computing


Steven R. Terrell

Committee Member

James Parrish

Committee Member

Frank Nasuti


Although ERP systems have been depicted as a solution in many organizations, there are many negative reports on ERP success, benefits, and effect on user’s performance. Previous research noted that there is a lack of knowledge and awareness of ERP systems and their overall value to ERP organizations. ERP systems have been widely studied during the past decade, yet they often fail to deliver the intended benefits originally expected. One notable reason for their failures is the lack of understanding in users’ requirements. This dissertation study was designed to understand the relative importance of system quality (SQ), IQ (IQ), service quality (SVQ), and their influence on ERP users. The dependent variable individual impact (II) was used to represent the ERP success at the individual level of analysis. The research by Petter, DeLone, and McLean (2008) established the basis for this research. In addition, this study examined the moderating effect of users’ characteristics variables (age, gender, experience, and position) on the II variable. The study further compared the results of this research with Petter et al.’s (2008) research to test whether the overall findings of this research differ from their research. A web-based survey was used to collect data for this study. A number of ERP users from private and public sectors in the Middle East participated in this survey. The survey screening process provided 218 usable responses for further analysis. Using SPSS 23, the researcher determined the validity and reliability of the items. The result of the exploratory factor analysis (EFA) via principal component analysis (PCA) loaded SQ items on four components, IQ on three components, SVQ on one component, and II on one component. Following the EFA results, the researcher investigated the items’ reliability, internal consistency, convergent validity, and discriminant validity. Hypothetical relationships were examined using structural equation modeling (SEM) based on the partial least squares (PLS) technique. The moderating effect was examined using the multigroup analysis (MGA) method. This dissertation study contributed to the body of knowledge by highlighting the importance of SQ, IQ, and SVQ in impacting ERP users’ learnability, awareness/recall, decision effectiveness, and individual productivity in an ERP environment. The results of this research can be used by ERP vendors to deliver an integrated and customized ERP system to organizations based on region. This research bridged the gap in the literature on the need to conduct more ERP research in the Middle East. Understanding the relative importance of information systems (IS) success factors brings the attention of ERP organizations and vendors to focus their efforts on the leading issues perceived by end users. Assessing the level of IS impact from multiple users may help organizations to offer all types of training to develop better attitudes toward ERP systems. Organizations can also build a rigorous approach to assess the impacts of IS on ERP users’ performance and productivity. As a result, this could help in improving productivity, learnability, awareness, and decision effectiveness of the end users.