The Effect of ERP Successful Implementation on Employees' Productivity, Service Quality and Innovation: An Empirical Study in Telecommunication Sector in Jordan

Fadi Taher Qutaishat, Shadi Ahmed Khattab, Mohammed Khair Saleem Abu Zaid, Excimirey Amer Al-Manasra


The aim of this research paper is to identify the effect of ERP successful implementation on employees'
productivity, service quality and innovation. Data were collected via questionnaires from 129 employees
working in the Jordanian telecommunication organizations. The collected data were analyzed using descriptive
statistics and structural equation model to test the study hypotheses using AMOS 16.0. The results of this study
revealed that there is a significant effect of organizational impact on employees' productivity, service quality
and innovation. Whereas, satisfaction only affects the service quality and innovation of employees leaving the
employee's productivity surprisingly not affected. This result is very likely due to the lack of suitable training.
Therefore, one important recommendation is to develop a training course that identifies and explains to
employees all the necessary changes that will occur to the business processes inside the organization as a result
of the ERP implementation.

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