A study into the user satisfaction with the enterprise resource planning system at the University of KwaZulu-Natal.

Abstract

A study into the user satisfaction with the Enterprise Resource Planning system at the University of KwaZulu-Natal. This research study sought to establish if the administrative support staff using the back-office component of the enterprise resource planning system at the University of KwaZulu-Natal are satisfied with the functionality of the enterprise resource planning system. The research approach was a qualitative explorative study. The research instrument used was a face-to-face structured interview schedule with nine participants, of which all nine of them responded and agreed to participate. The support staff in the human resources, finance and student academic administration sections were targeted due to their interaction with the enterprise resource planning system for conducting business operations of the university. It was established that the administrative staff are marginally satisfied with the enterprise resource planning system. There were several critical business issues identified with the system; the reporting services of the system gave the users the most dissatisfaction. The reporting component has to be updated and provide benefit to the organisation so that efficiencies can be realised. It materialised as a theme in each of the categories.