Usability of Enterprise Resource Planning software systems: an evaluative analysis of the use of SAP in the textile industry in Bangladesh

Abstract

Information technology (IT) is increasingly playing a crucial role in managing business processes across all industries and organizations but business managers and analysts seem to underestimate the impact of usability of IT solutions on processes and people. This paper focuses on the usability of one of the most popular business process management software systems, SAP, which comes as an integrated solution that incorporates the key business functions and processes of an organization. The paper critically analyzes related issues and implications using the System Usability Scale (SUS) and semi-structured interviews. Several considerations and suggestions are drawn in terms of rethinking and pursuing usability in training when applied to Enterprise Resource Planning (ERP) and other systems supporting business process management.

Does Usability Matter? An Analysis of the Impact of Usability on Technology Acceptance in ERP Settings

“…This complexity is due to the integration of different business applications and the processing of huge amounts of data. Furthermore, the functionality and complexity of systems create confusion and frustration (Hawari & Heeks, 2010;Matthews, 2008;Ramayah & Lo, 2007;Veneziano et al 2014, Wai-Peng et al 2015, which results in negative responses from users and mistakes made while working on such applications (Al-Jabri & Roztocki, 2014;Kwak, Park, Chung, & Ghosh., 2012). Almahamid & Awsi (2015) explained the importance of ERP vendor support and an organizational environment for the users' perceived benefit of ERP.…”

“…Almahamid & Awsi (2015) explained the importance of ERP vendor support and an organizational environment for the users' perceived benefit of ERP. Some studies (Lambeck et al, 2014;Veneziano et al, 2014;Wai-Peng et al, 2015) argue that the complexity of ERP systems stem mainly from the "unfriendly" nature of the user interface with its multiple windows and high level of detail, whilst others (Ceaparu et al, 2004;Matthews, 2008;Veneziano et al, 2014) argue that complex ERP systems end up providing less effective functionality if they have usability problems.…”

“…Literature reports that many ERP projects have struggled to achieve expected and significant benefits due to problems with the complexity of their user interface and poor usability (Ceaparu et al, 2004;Singh & Wesson, 2009;Wai-Peng et al, 2015) and with learning how to use the ERP system effectively (C. H. Davis & Comeau, 2004). The complex functions and interface of ERP systems can also cause users to lack interest in these systems (Gumussoy, Calisir, & Bayram, 2007).…”

“…Despite having focused on the need for technology development in Bangladesh, slow internet rates and a lack of proper training has led to ERP systems not meeting acceptable conditions (Mukaddes, Chowdhury, & Uddin., 2010). Problems with ERP implementations in Bangladesh have been reported as due to a lack of communication, structured training, and poor usability (Veneziano et al, 2014;Wai-Peng et al, 2015).…”

“…The poor usability of ERP systems has been reported to cause failures and inefficiencies on process management, which can generate frustration to users or resistance (Hawari & Heeks, 2010;Lambeck et al, 2014;Singh & Wesson, 2009;Yeh, 2006). These users might need longer time to learn how to interact with an ERP system than planned, and they are often faced with a number of difficulties while using it (Lambeck et al, 2014;Topi, Lucas & Babaian, 2005;Wai-Peng, Veneziano, & Mahmud, 2015).…”