ACKNOWLEDGEMENT. Jakarta, March Lulu Aryani Budijanto

Transcription

1 ACKNOWLEDGEMENT First of all, I want to thank God for everything He gave to me that finally I can finish my thesis. It can be happened only because of His bless, guidance and strength. I would like to thank Mother Mary for her continuously prayer for me during my thesis. I also would like to thank to the following people who have take part: 1. Dr. Edi Abdurachman, MSc., as my advisor in this research. 2. Soeapi Soelaiman, as SAP team member in PT. ABC. 3. My family for their love, pray, and support. 4. My friends for their support and understanding during my studying in Bina Nusantara University. 5. All of the PT. ABC employees who have spared their time in filling out the questionnaires. 6. All of my friends in S2 program, especially MMSI students batch 17 in Bina Nusantara University. Jakarta, March 2003 Lulu Aryani Budijanto iv

2 ABSTRACT This research is to analyze the effectiveness of SAP R/3 toward on user satisfaction in using the application. The research takes place in PT ABC that manufactured in paper and tissue products. The research questions of this research are: Is there any gap between the user expectation about the effectiveness of the application and the application performance? Are some factors, which are integrated data, reliable report, processing time, and flow of information between departments significantly, affecting the user satisfaction in using SAP R/3? The data that used for this research is collected using questionnaires to the employees of four departments in PT. ABC, which are Sales and Marketing Department, Finance and Accounting Department, Production Department, and Logistic Department. The analysis used in the research is Gap Analysis and Multiple Regression Analysis. The results of this research are: There is gap between the user expectation about the effectiveness of the application and the application performance. There are three factors that significantly affecting the user satisfaction in using SAP R/3, which are integrated data, reliable report, and processing time. The benefit of the research is knowing the effectiveness of the SAP R/3 implemented in PT. ABC. The research result can be used as a reference for further improvement of SAP R/3.The research s result can be used as a reference for other company or organizations that will implement SAP R/3. Keywords: effectiveness, user satisfaction, application performance, gap, User Information Satisfaction, SAP R/3. v

3 TABLE OF CONTENT Front Page... i Statement of Purpose. ii Supervisor Approval. iii ACKNOWLEDGEMENT. iv ABSTRACT v TABLE OF CONTENT.. vi LIST OF FIGURES viii LIST OF TABLES. ix CHAPTER 1 INTRODUCTION 1.1. Background Problem Formulation Objective & Benefits Scope & Limitations.. 3 CHAPTER 2 LITERATUR REVIEW 2.1. Enterprise Resource Planner Systems, Applications, and Products in Data Processing Characteristics of SAP R/ Modules in SAP R/ IS Effectiveness Measurement User Information Satisfaction a. The Miller-Doyle Approach b. The Kim Model.. 11 c. Gap Model.. 13 CHAPTER 3 METHODOLOGY 3.1. Data Collection Population and Samples.. 15 vi

4 3.1.2.Time, Location, and Data Collection Method Research Model Research Variables Research Hypothesis Validity and Reliability Statistical Analysis Paired-Sample T Test Multiple Regression Analysis.. 22 CHAPTER 4 ANALYSIS AND FINDINGS 4.1. Survey Result Descriptive Analysis Validity and Reliability Analysis Gap Analysis Paired Sample Test Regression Analysis Regression Analysis First Model Regression Analysis Second Model. 36 CHAPTER 5 CONLUSIONS AND RECOMMENDATIONS 5.1. Conclusions Recommendations.. 40 REFERENCES BIBLIOGRAPHY APPENDIX A Questionnaire A-1 APPENDIX B Survey Result B-1 CURICULLUM VITAE vii

5 LIST OF FIGURES Figure 2.1. ERP Architecture 5 Figure 2.2. UIS Kim Model 12 Figure 3.1. Research Model for Gap Analysis.. 16 Figure 3.2. Research Model for Regression Analysis 17 Figure 4.1. Education of Respondents 25 Figure 4.2. Department f Respondents 25 Figure 4.3. Position of Respondents 26 Figure 4.4. PC Experience of Respondents. 26 Figure 4.5. Length of time Respondents working in PT. ABC 27 Figure 4.6. SAP R/3 Experience in PT. ABC of Respondents. 27 Figure 4.7. Mean Value of User Expectation Variables vs Application Performance Variables. 32 viii

6 LIST OF TABLES Table 4.1. Validity Analysis Result 29 Table 4.2. Reliability Analysis Result 30 Table 4.3. Comparison between UE and AP for All Items 31 Table 4.4. Comparison between UE and AP per variable.. 31 Table 4.5. Paired Sample Test Result 33 Table 4.6. Analysis of Variance (ANOVA) First Model. 34 Table 4.7. Regression Model Summary First Model Table 4.8. Regression Coefficient First Model 35 Table 4.9. Analysis of Variance (ANOVA) Second Model 36 Table Regression Model Summary Second Model. 36 Table Regression Coefficient Second Model.. 37 ix