Impact of System and Information Quality on User Satisfaction: The Moderating Role of Service Quality

Abstract

This study examines the effects of system quality and information quality on user satisfaction with SAP Business One at PT. X, with service quality tested as a moderating variable. Unlike previous ERP satisfaction studies that primarily examine direct relationships, this research evaluates whether service quality strengthens the effects of system and information quality during the early stage of ERP implementation in a furniture manufacturing company. A quantitative associative approach was applied to data collected from 30 active SAP users selected through purposive sampling and analyzed using moderated multiple regression analysis. The results demonstrate that system quality and information quality have significant positive effects on user satisfaction. The regression model explains 83.1% of the variance in user satisfaction (R² = 0.831). However, service quality does not significantly moderate either relationship, indicating that users place greater emphasis on system functionality, performance, data accuracy, and timeliness than on support services. These findings clarify the limited moderating role of service quality within an early-stage manufacturing ERP implementation and provide practical guidance for organizations to prioritize improvements in system and information quality.