Pengaruh Kualitas Sistem, Kualitas Informasi, dan Dukungan Manajerial terhadap Efektivitas Sistem ERP SAP melalui Kepuasan Pengguna
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Abstract
Efektivitas penerapan sistem Enterprise Resource Planning (ERP) SAP tidak hanya ditentukan oleh kualitas teknologi, tetapi juga oleh kualitas informasi, dukungan manajerial, dan kepuasan pengguna. Penelitian ini bertujuan menganalisis pengaruh kualitas sistem, kualitas informasi, dan dukungan manajerial terhadap efektivitas penerapan ERP SAP dengan kepuasan pengguna sebagai variabel mediasi. Penelitian menggunakan pendekatan kuantitatif dengan data primer yang diperoleh melalui penyebaran kuesioner kepada pengguna SAP pada perusahaan logistik di Indonesia. Data dianalisis menggunakan Structural Equation Modeling–Partial Least Squares (SEM-PLS). Kebaruan penelitian terletak pada pengembangan model kesuksesan sistem informasi DeLone dan McLean dengan mengganti dimensi kualitas layanan menjadi dukungan manajerial. Hasil penelitian menunjukkan bahwa kualitas sistem, kualitas informasi, dan dukungan manajerial berpengaruh positif dan signifikan terhadap kepuasan pengguna. Kepuasan pengguna juga terbukti memediasi secara signifikan pengaruh ketiga variabel tersebut terhadap efektivitas ERP SAP. Temuan ini menegaskan bahwa keberhasilan implementasi ERP memerlukan integrasi antara keandalan sistem, relevansi informasi, dan komitmen manajemen dalam membangun pengalaman pengguna yang positif.
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