Evaluating Stakeholders Performance of ERP Systems in Saudi Arabia Higher Education

359 Pages·2013·7.07 MB·English

Evaluating Stakeholders Performance of ERP
Systems in Saudi Arabia Higher Education

Submitted in fulfilment of the requirement for the degree
of Doctor of Philosophy

BY

MONA ALTHONAYAN

DEPARTMENT OF INFORMATION SYSTEMS AND
COMPUTING

BRUNEL UNIVERSITY

MARCH 2013
I

Enterprise resource planning (ERP) systems are complex and comprehensive
software packages designed to integrate business processes and functions. Despite
the difficulties and risks of implementing such a system, the last decade has seen a
remarkable global diffusion of such systems. To cope with technical
developments, the Saudi Arabian government is starting to implement them in
both private and public organisations, including the higher education (HE). HE in
Saudi Arabia applies integrated solutions to replace existing systems, supporting
all its business functions and improving effectiveness and efficiency.
Evaluating the impact of ERP adoption on stakeholders’ performance is complex
and no single existing model was considered adequate. To overcome their various
weaknesses, this study integrates three models (Task Technology Fit, the
Information Systems Success Model and End User Computing Satisfaction) to
produce a new model which offers a comprehensive view of the most important
factors affecting stakeholders’ performance. This integration results in a
theoretical framework that is used as model for empirical investigations of the
impact of ERP systems on HE stakeholders. The aim of this research is to assess
the impact of ERP systems on Saudi academic institutions, focusing on
stakeholders’ post-implementation performance. Three case studies are examined,
using mixed methods of interviews and questionnaires to collect quantitative and
qualitative data. SPSS 20 and analytical techniques were undertaken to analyse
case studies data.
While the results varied according to the circumstances of each case, the overall
quantitative findings were that there were six significant factors in the system
quality dimension (timeliness, flexibility, ease of use, content, currency and
authorisation) and two (reliability and responsiveness) in the service quality
dimension. These results were consistent with those of the qualitative phase,
which identified a number of other factors having a significant impact on
stakeholder performance: resistance to change, continuous training and education,
appropriate systems customisation and top management support. In general, it was
found that ERP systems had a significant of positive and negative nature impact
on HE stakeholders’ performance and productivity in Saudi Arabia.
II

I Mona Althonayan declare that this research, its idea, analysis,
findings and conclusions that are included in this PhD dissertation are
entirely developed by me for the purpose of this program only and
have not been submitted for another qualification.
III

This thesis is dedicated, with deepest love and
everlasting respect, to my parents
Without your prayers, support and encouragement
I could not have reached this stage

نيوبدإ يااجسلإ ليمبجو نيورغم بلحبا نم لىإ نافرعو بحو ركش لهاسر
...نونلحإ ميإو ...لياغلإ بيأ لىإ
مايهلإ ناسحل إو ماتهعاطب بير نياصوإ نم لىإ
.ءماسلإ نانع لواطي ابم ضرالا ءلىكم بيلق في ماكبح ...بيلقل ةداعسلإ سر تمنإ
ةرخالاو اينلدإ في تيداعسو حيانج ببس لىإ
لىعالا سودرفلإ ماكقزريو ماكظفيح نإ بير وعدإو هذه تيلاسر كمل يدهأ

نىم
IV

First of all, all thanks and gratitude go to Almighty ALLAH for guiding and
inspiring me during this research process.
The completion of this research would not have been possible without the help,
support and prayers of many individuals, to whom I owe a great deal of thanks.
I wish to express my deepest appreciation to my supervisor, Dr Anastasia
Papazafeiropoulou, who supported me throughout my PhD. The accomplishment
of this investigation was only possible with her valuable expertise, knowledge and
considerate guidance, without which I could not possibly have finished this work.
I would like to express my deep appreciation and gratitude to the managers of
Saudi Arabian universities, especially the KSU MADAR systems managers,
Professor Abduallah Al-Mudimigh and Mr Yahya Abdahem, who supported me
from the beginning and offered me help, advice and information when I needed it.
Also many thanks to KFUPM manager Mr Iftikar Nadeem, who helped me
through the data collection.
I am appreciative of academic members, administrative staff and colleagues at the
Brunel Information System School for all their support during my PhD
programme.
I would like to offer deep thanks to all my friends, for their understanding,
support, prayers and true and honest feelings.
I mainly want to express my acknowledgements to my entire family (my brothers
and sisters) for their unwavering love, prayers and support.
Last but not least, I can’t fully express the gratitude and appreciation that I owe
to my precious family, my husband Dr Abraham and my children, Yasmin, Juri,
Majed and Saif, for their invaluable and unconditional love, their endless
encouragement, psychological support and patient understanding during the
years of my research, which made me stronger.
Thank you all.
V

PAGE
 Abstract………………………………………………….. I
 Declaration ……………………………………………… II
 Dedication ………………………………………............. III
 Acknowledgment………………………………………... IV
 Table of Contents ……………………………………….. VII
 List of tables …………………………………………….. VIII
 List of figures …………………………………………… IX
 List of Abbreviations …………………………………… X
 Publications ……………………………………………... XI

PAGE
1.1 Overview…………………………………………………………………..
2
1.2 ERP Systems in Higher Education………………………………………
3
1.2.1 ERP Stakeholders…………………………………………………...
5
1.2.2 Evaluating the Performance of ERP Stakeholders………………
7
1.3 Aims and Objectives………………………………………………………
8
1.4 Research Questions……………………………………………………….
9
1.5 Research Problem………………………………………………………...
9
1.6. Research Methodology Outline…………………………………………
10
1.6.2 Field Research………………………………………………………..
13
1.7 Novel Contribution……………………………………………………….
13
1.8 Structure of the Thesis……………………………………………………
13
VI

PAGE
2.1 Overview………………………………………………………………......
17

2.2. Enterprise Resource Planning Systems…………………………………
18

2.2.1 The evolution of ERP systems………………………………………...
19
2.2.2 Reasons for adopting ERP systems……………………………..........
20
2.3 Evaluation in IS…………………………………………………………..
23
2.4 Evaluation of ERP systems………………………………………………
31
2.5 Performance measures……………………………………………………
33
2.6 Stakeholders in IS/ERP systems…………………………………………
37
2.7 Stakeholders’ Evaluation…………………………………………………
42
2.8 ERP systems in higher education………………………………………...
46
2.9 ERP systems in Saudi Arabia…………………………………………….
54
2.10 Gap in ERPs performance evaluation, stakeholders’ Perspective…
54
2.11 Summary…………………………………………………………………
58

PAGE
3.1 Overview………………………………………………………………… 60
61
3.2. Evaluation of Stakeholders’ Performance……………………………
3.2.1 Task-Technology Fit………………………………………………
61
3.2.2 DeLong and McLean IS Success Model…………………………… 63
3.2.3 End-user Computing Satisfaction………………………………….
69
3.3 Proposed Framework…………………………………………………… 71
3.4 Research Hypothesis…………………………………………………….
79
3.5 Summary………………………………………………………………… 86
VII

PAGE
4.1 Overview……………………………………………………………………
89
4.2 Selection of an appropriate research approach………………………….
89
4.3 Research paradigms in IS research……………………………………….
90
4.3.1 Beliefs about physical and social reality………………………………
91
4.3.2 Beliefs about the relationship between knowledge and the empirical
91
world……………………………………………………………………………..
4.4 The positivist philosophy in IS research…………………………………..
94
4.4.1 Beliefs about physical and social reality……………………………….
95
4.4.2 Beliefs about knowledge………………………………………………..
95
4.4.3 Beliefs about the relationship between theory and practice………….
95
4.4.4 Selecting the positivist research approach…………………………….
95
4.5 Quantitative and qualitative research compared…………………………
97
4.6 Quantitative research………………………………………………………
98
4.7 The mixed-method approach………………………………………………
100
4.7.1 Planning mixed-method procedures…………………………………..
102
4.7.2 Triangulation……………………………………………………………
104
4.8 Data Collection method…………………………………………………………… 106

4.8.1 Questionnaire…………………………………………………………... 106
4.8.1.1 Questionnaire design………………………………………………… 107
4.8.2 Interview………………………………………………………………... 108
4.8.3 Documentation………………………………………………………………… 109
4.8.4 Archives………………………………………………………………………… 110
4.8.5 Strengths and Weaknesses…………………………………………………… 110
4.9 Pilot Study………………………………………………………………………….. 111
4.9.1 Why a pilot study is important……………………………………….. 112
4.9.2 Content validity, construct validity and reliability………………….. 113
4.10 Data analysis………………………………………………………………. 113
4.11 Sample……………………………………………………………………... 113
4.11.1 Mixed-method sampling……………………………………………….. 114
4.12 Research strategy…………………………………………………………. 115
4.12.1 Case study methodology………………………………………………... 115
VIII

4.12.2 Types of case study……………………………………………………… 116
4.12.3 Multiple case studies……………………………………………………. 117
4.12.4 The reasons for choosing the cases…………………………………….. 119
4.12.5 Research strategy and design………………………………………….. 119
4.12.6 Research process………………………………………………………... 121
4.13 Summary…………………………………………………………………... 122

PAGE
5.1 Overview…………………………………………………………………… 125
5.2. Kingdom of Saudi Arabia……………………………………………… 125
5.3. Higher education in Saudi Arabia……………………………………… 127
5.3 Case study one…………………………………………………………… 128
5.3.1 King Saud University………………………………………………… 128
5.3.2 The MADAR system…………………………………………………. 129
5.3.3 Quantitative analysis………………………………………………… 130
5.3.3.1 Reverse coding of negatively worded items……………………… 130
5.3.3.2 Factor analysis……………………………………………………… 130
5.3.3.5.1 System quality…………………………………………………… 134
5.3.3.6.1 Service quality………………………………………………….. 137
5.4 Case study two ……………………………………………………………. 143
5.4.1 King Fahd University of Petroleum and Minerals………………….. 143
5.4.2 Oracle system…………………………………………………………... 143
5.4.3 Quantitative analysis………………………………………………….. 144
5.4.3.3 System quality………………………………………………………. 145
5.4.3.4 Service quality……………………………………………………… 148
5.5 Case study three……………………………………………………………
152
5.5.1 King Faisal University…………………………………………………
152
5.5.2 Oracle system…………………………………………………………...
153
5.5.3 Quantitative analysis…………………………………………………...
154
IX

5.5.3.3 System quality ……………………………………………………….
154
5.5.3.4 Service quality ………………………………………………………
159
5.6 Universities compared ……………………………………………………..
165
5.6.1 KSU, KFU and KFUPM……………………………………………….
166
5.6.2 KSU and KFU………………………………………………………….
169
5.6.3 KSU and KFUPM………………………………………………………
171
5.6.4 KFU and KFUPM………………………………………………………
173
5.7 All universities ……………………………………………………………...
175
5.8 Summary…………………………………………………………………….
187

PAGE
190
6.1 Overview…………………………………………………………………….
190
6.2 Method……………………………………………………………………
191
6.2.1 Sample…………………………………………………………………
6.2.2 Instrument design…………………………………………………… 191
6.2.3 Interview administration…………………………………………… 191
6.2.4 Data analysis………………………………………………………… 191
191
6.3 Case Study 1: King Saud University……………………………………
6.3.1 Contextual factors…………………………………………………… 192
6.3.2 Improving stakeholders’ productivity and performance………… 196
6.3.2.1 Systems Quality……………………………………………………. 196
199
6.3.2.2 Service quality………………………………………………………
6.4 Case Study 2: King Fahd University of Petroleum & Minerals……… 200
6.4.1 Contextual factors…………………………………………………… 201