ERP Solution and End-user Efficiency in Bosnia and Herzegovina

Over the past decades, the ERP systems have become indispensable in business processes, particularly in the planning and handling of company resources. At the same time, the ERP system implementation remains a complex process involving a number of factors affecting the quality final solution. This paper aims to measure the end-user satisfaction with an ERP system as it directly affects their efficiency, and thus the ERP system efficiency in achieving the goals and objectives of the company. End-user expectations and attitudes play an important, if not crucial, role in ERP implementation success. In this paper, the user satisfaction was measured through six different user efficiency factors: compatibility, complexity, training, quality of support, adaptation to the needs, and feeling of reliability. The factors were measured comparing SAP solutions and localdeveloped ERP systems. The conducted research has shown statistically significant results indicating that SAP is better accepted ERP solution by the users than observed local solutions.