Does it get better over time? A longitudinal assessment of enterprise system user performance

Abstract

Purpose

Anecdotal discussions suggest that enterprise system (ES) user performance is low when such complex systems are introduced, and then improves over time. However, there is a dearth of scientific rigor and empirical evidence about the user performance over the lengthy lifecycles. Moreover, our scientific understanding of user performance phenomenon is further convoluted by the various user groups (i.e. operational, management and executive), who purport to have often conflicting objectives and priorities. Using a longitudinal study design of two surveys, gathering data twice from 465 respondents representing three organization, the purpose of this paper is to explore the changes in user performance of operational, management and executive staffs, across the key phases of the ES lifecycle.

Design/methodology/approach

A longitudinal study approach was followed, gathering data using two surveys. The two surveys were conducted six years apart, yielding data from 465 ES users. The respondents belong to operational, managerial and executive staffs of three organizations that were using the same market-leading ES, SAP.

Findings

The paper provides empirical insights on how user performance changes over time, across the ES lifecycle phases. Importantly, it was observed that the three user cohorts demonstrate substantial differences on their performance with the system.

Research limitations/implications

The research results may lack generalizability due to homogeneity of the sample in terms of the types of the system, implementation partners and the industry sector the respondents belonged to.

Practical implications

Based on the study findings, organizations can introduce tailor-made management interventions for each user cohort for each ES lifecycle phase.

Originality/value

This paper provides empirical evidence for a phenomenon that still lacks scientific rigor and empirical evidence. By conducting a longitudinal survey of all ES user cohorts, the study provides insights into ES user performance.

Citation

Sedera, D. and Lokuge, S. (2020), "Does it get better over time? A longitudinal assessment of enterprise system user performance", Information Technology & People, Vol. 33 No. 4, pp. 1098-1123. https://doi.org/10.1108/ITP-01-2019-0005