PENGARUH KUALITAS SISTEM, KUALITAS INFORMASI, KUALITAS LAYANAN SERTA MEDIATING KEPUASAN PENGGUNA TERHADAP KEBERHASILAN PENERAPAN ENTERPRISE RESOURCE PLANNING (ERP) DI PT DNP INDONESIA

PUTRA, I MADE YUKODHARMA (2022) PENGARUH KUALITAS SISTEM, KUALITAS INFORMASI, KUALITAS LAYANAN SERTA MEDIATING KEPUASAN PENGGUNA TERHADAP KEBERHASILAN PENERAPAN ENTERPRISE RESOURCE PLANNING (ERP) DI PT DNP INDONESIA. S2 thesis, Universitas Mercu Buana Jakarta - Menteng.

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Abstract

Perkembangan dunia bisnis serta kompleksitas dari lingkungan bisnis, memberikan tantangan kepada perusahaan untuk meningkatkan proses bisnisnya, terutama industri makanan dan minuman yang mempengaruhi rantai pasok mulai dari bahan mentah sampai produk jadi. Industri kemasan menjadi salah satu anggota dari rantai pasok untuk industri makanan dan minuman. Salah satunya PT DNP INDONESIA yang merupakan supplier kemasan dari beberapa pelanggan. Perusahaan memiliki beberapa kendala internal di perusahaan terkait dengan target pengiriman kepada pelanggan yang tidak tercapai. Oleh karena itu, perusahaan akhirnya memutuskan untuk menerapkan sistem ERP di perusahaan. Penerapan sistem ERP ini memerlukan analisa dari keberhasilan penerapannya di perusahaan, maka dari itu penelitian ini dilakukan untuk menganalisa keberhasilan penerapan ERP di perusahaan. Penelitian ini dilakukan di perusahaan dengan menggunakan metode kuantitatif dengan kuisioner yang akan diberikan kepada pengguna sistem ERP. Setelah itu, data tersebut dikumpulkan dan dianalisa dengan menggunakan SEM- PLS untuk menganalisa hubungan antara variable. Variable yang digunakan merupakan variable dari metode Delone & Mclean, yaitu kualitas sistem, kualitas informasi, kualitas layanan, kepuasan pengguna dan keberhasilan implementasi sistem ERP di perusahaan. Hasilnya variabel kualitas sistem, kualitas infromasi dan kualitas layanan berpengaruh positif dan signifikan terhadap kepuasan pengguna dan keberhasilan implementasi ERP di perusahaan. Kata Kunci : Delone-Mclean, ERP, keberhasilan-implementasi-ERP, kepuasan- pelanggan, kualitas-sistem, kualitas-informasi, kualitas-layanan, SEM-PLS The development of the business world and the complexity of the business environment poses a challenge for companies to improve their business processes, especially the food and beverage industry that affects the supply chain from raw materials to finished products. The packaging industry is a member of the supply chain for the food and beverage industry. One of them is PT DNP INDONESIA which is a packaging supplier from several customers. The company has several internal constraints in the company related to delivery targets to customers that are not achieved. Therefore, the company finally decided to implement an ERP system in the company. The implementation of this ERP system requires an analysis of the success of its implementation in the company, therefore this study was conducted to analyze the success of ERP implementation in the company. This research was conducted in a company using a quantitative method with a questionnaire that will be given to ERP system users. After that, the data was collected and analyzed using SEM-PLS to analyze the relationship between variables. The variables used are variables from the Delone & Mclean method, namely system quality, information quality, service quality, user satisfaction and the success of ERP system implementation in the company. The result is that the variables of system quality, information quality and service quality have a positive and significant effect on user satisfaction and the success of ERP implementation in the company. Keywords: Delone-Mclean, ERP, ERP-implementation-success, customer- satisfaction, system-quality, information-quality, service-quality, SEM-PLS

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