ERP System Post-implementation Success Factors in a Higher Education Institution

ERP systems have been implemented in many industries and institutions, and widely researched. However, it has been observed that many Higher Education Institutions (HEIs) fail to achieve their expectations following ERP implementation, yet they move to the post-implementation phase in spite of the system’s issues. This study aimed to provide the fundamentals of an assessment framework by examining the relationship of critical success factors leading the ERP system’s success at the post-implementation phase in HEI. Through a review of previous literature, nine potential factors were applied to the existing measurement model developed in prior related studies. The nine factors are: data accuracy, system stability, system integration, competency of the internal ERP team, top management support, on-the-job training, user satisfaction, business process performance, and operational benefit. These factors were applied to prior research frameworks for ERP system post-implementation success models to build a fundamental model that assesses the organizational impact of ERP system adoption. A survey was developed based on these nine variables to record survey participants’ subjective attitudes towards the ERP system at Purdue University. The participants in this study included system end-users and internal ERP supporting staff. The survey response data was analyzed with Partial Least Squares-Structural Equation Modeling (PLS-SEM) using SmartPLS software application. The data analysis herein tested nine hypotheses predicting a significant correlation between the CSFs of ERP post-implementation success in HEI. The results showed that five out of nine hypotheses were accepted, and the other four hypotheses were rejected. The research found that data accuracy, system integration, user satisfaction, business process performance significantly affect ERP post-implementation success in HEI. The researcher also found that some proven critical success factors at the implementation phase were no longer critical at the post-implementation phase. That is, factors such as system stability, competency of the internal team, and on-the-job training were not critical to achieving operational benefits affected by the ERP system at the post-implementation phase