A Study of Organizational and Cultural Factors Influencing User Satisfaction of ERP Systems in a Developing Country: Case Studies from Thailand

This study guides organizational and cultural variables, which seem to play crucial roles in user satisfaction of ERP implementation projects in developing country such as Thailand. The literature review was based on a multi-disciplinary research approach by incorporating organizational factors, cultural dimensions, and user satisfaction in implementation of ERP for developing countries. The eight ERP software’s customers in Thailand were chosen for eleven semi-structured interviews performed during the period of April 2007 to April 2008. The findings confirm that management commitment, IT maturity, and computer culture are important factors influencing user satisfaction of the ERP projects. A company with richer Business Process Redesign (BPR) experience is more likely to succeed with ERP. Interestingly, the collectivism of ERP teamwork and composition is also critical issue for ERP implementation’s satisfactions. Dealing with masculinity of users may lead to more satisfactions toward ERP implementation. Solving high uncertainty avoidance tends to boost users confidence and familiarity of users. The findings and recommendations can be useful for developing countries with similar conditions.