Critical Success Factors in the Implementation of Information Systems From the Perception of Users: A Public Sector Experience

Abstract

The objective of the article is to identify the perception of users of the Decision Support System (DSS), used by the Federal University of Brazil (UNIVASF), about the management of the Critical Success Factors (CSF) in the implementation of the Information System. The research, descriptive and quantitative, had data collected through a structured questionnaire, applied to Decision Support System users of the Federal University. The results reveal that organizational factors were perceived as those that received more adequate management, when compared to technological CSFs, while compliance with legislation was the factor that obtained the highest positive perception index. It should also be noted that preventive corrective initiatives adopted by managers were not sufficient, leading to this factor being the one with the least positive perception of adequate management. In addition, the career can affect to a certain extent the level of perception Management of the process of implementation of the information system.

Factors influencing the post-implementation user satisfaction of SAP-ERPS

“…These studies have demonstrated the positive effects of system and information quality on user satisfaction [19][20][21]. Other ones have shown that individual factors, such as perceived usefulness and ease of use, influence user satisfaction [7,29]. Indeed, [30] found that user perception and perceived usefulness is a significant determinants of end-user satisfaction, which assists in the maximum utilization of the ERP system.…”

“…The results showed that senior management support, training, and system quality are predictors of user satisfaction [22] analyzed the influence of the work position and educational level of users on their satisfaction with the ERP system. They found that users' years of education and position are directly related to their satisfaction with this type of system [7] and found that organizational factors were most effectively managed when the highest rate of positive perception was obtained; however, preventive, corrective measures were neither adequate nor sufficient, obtaining the least positive perception.…”

“…Much of the research has focused on CSFs [2][3][4][5]. A second topic widely addressed is the implementation of ERPs [6][7][8], and other authors have focused on implementation strategies [9][10][11].…”