The Adaptation of Delone and Mclean’s Information System Model to
Test The Success of the Erp-Sap Implementation in Middle-Level
Management: A Study Case at PT Petrokimia Gresik
Sara Fadlilah and A. A. Gde Satia Utama
Accounting Department, Faculty of Economics and Business Airlangga University, Indonesia
Keywords: Information system success, delone & mclean model, erp, sap, erp-sap implementation, middle-level
management.
Abstract: A recent implementation of ERP-SAP system at PT. Petrokimia Gresik allows much improvisation in the
future. This research uses a model of application of successful models from DeLone & McLean. In this study,
the model is used as a descriptive tool in measuring the success of ERP-SAP system applied to PT. Petrokimia
Gresik. This research uses a qualitative approach with case study method to describe the success of ERP-SAP
implementation in middle-level management at PT. Petrokimia Gresik. The results obtained from the
adaptation of DeLone and McLean’s information system success models show that the majority of
respondents agreed with the adoption of a well-established ERP-SAP system through the success factors
proposed. The continuous use of the ERP-SAP system and the satisfaction derived from the use of the ERP-
SAP system ultimately impacted the increased net benefits of the respondents.
1 INTRODUCTION
The rapid advancement of technology has many
benefits for the community. The development of
information technology is also significant,
particularly in companies. According to Romney and
Steinbart (2015), the use of information technology in
a company may aid decision makers to effectively
filter and simplify information. The emergence and
application of information technology in a company
can ease business processes, thus increasing profits
and further developing the company. An investment
in information technology is intended to make a
system that allows the whole management at all levels
to obtain the same flow of information easily.
The ERP (Enterprise Resource Planning) System
is the appropriate information system to solve the
problems mentioned above. ERP itself is a concept to
plan and organize various company resources that
have influence from the top managers until the
operational managers in a company so they can be
optimally utilized to generate value-added for all
stakeholders (Romney & Steinbart 2015). This
concept aims to integrate business activities to be
more responsive towards various needs of the
company. One product of the ERP that is most
commonly used nowadays is the SAP (Systems
Applications and Product)
In Indonesia, many companies have implemented
this ERP-SAP system. Some are successful in
implementing them optimally, some don’t. A
company’s success in implementing the ERP-SAP
system depends on its readiness and all the
components within because the implementation is not
risk-free.
Halonen, et al (2013) said that DeLone and
McLean can used as deskriptive tools to evaluated
virtual learning environment. Suryani & Sumiyana
(2014) in their research indicate that the use of
technology by more capable and competence human
resources can increase net benefit of system usage.
There is relationship between service quality and user
satisfaction (Tilahun & Fritz, 2015; Mudzana &
Maharaj, 2015). In this research, the focus in middle
level management in PT Petrokimia Gresik. Middle
level management is an organization that overseas
business units and responsible for departements on it
(Daft, 2013).
Fadlilah, S. and Utama, A.
The Adaptation of Delone and Mclean’s Information System Model to Test The Success of the Erp-Sap Implementation in Middle-Level Management: A Study Case at PT Petrokimia Gresik.
In Proceedings of the 1st International Conference on Islamic Economics, Business, and Philanthropy (ICIEBP 2017) - Transforming Islamic Economy and Societies, pages 295-299
ISBN: 978-989-758-315-5
Copyright © 2018 by SCITEPRESS – Science and Technology Publications, Lda. All rights reserved
295

2 METHODS
This research uses a descriptive qualitative
approach with case study method. According to
Ghony and Almanshur (2014), a qualitative research
is a research done specifically on objects which
cannot be researched statistically or with
quantification. A study case is defined by Ghony and
Almanshur (2014) as a research directed to collect
data, make a meaning out of the data, and gain
comprehension on the studied case. A case study
doesn’t represent the whole population and is not
intended to take conclusions from the population.
Data analysis techniques that used are interview and
quetionnaire.
The research stage done by the researchers
includes an interview with the information
technology department (middle-level management) at
PT Petrokimia Gresik that acts as the administrator of
ERP-SAP. The interview covers the flow of the ERP-
SAP system implemented in the company.
Observations are done and questionnaires are
distributed to the middle-level management that
directly operates the ERP-SAP system at PT
Petrokimia Gresik. The questionnaires contain
questions on success factors of Delone & McLean’s
System. Afterwards, a descriptive analysis is done
and a conclusion is deducted based on those results.
3 RESULTS AND DISCUSSION
3.1 The Implementation Phases of ERP-
SAP System at PT Petrokimia Gresik
3.1.1 Chartering phase
The first phase of the implementation is the chartering
phase. According to Markus et al. (2000), it is a stage
that covers the needs for planning the system to be
used in the organization.
The planning of ERP-SAP system
implementation by PT Petrokimia Gresik started with
a policy that’s enacted by PT Pupuk Indonesia. The
policy resulted from a conference by the whole
holding members of PT Pupuk Indonesia done in
2012. This phase plans a system that will be
implemented for all holding members of PT Pupuk
Indonesia to integrate the business processes of all
holding members, which eventually results in a
decision to use ERP system from SAP product.
3.1.2 Project Phase
At the conference, some representatives were
appointed by the holding members to be the business
process owner of each module to be used. After they
adjusted the module needs from the depiction of
business process owner, the appointed consultant was
EY. EY gave plans from the given depictions on what
modules needed by the company. The total modules
used were fifteen modules, including:
1. Financial Accounting (FA)
2. Controlling (CO)
3. Fund Management (FM)
4. Sales and Distribution (SD)
5. Materials Management (MM)
6. Production Planning and Control (PP)
7. Quality Management (QM)
8. Plant Maintenance (PM)
9. Business Process and Consolidation (BPC)
10. Human Capital Management (HCM)
11. Employee Self Service (ESS)
12. Manager Self Service (MSS)
13. Web Uang Muka/Web Anggaran (WUM)
14. Web Commerce (WCM)
15. Warehouse Application (WA)
After the fifteen modules were approved by the
business process owners, EY consultants
communicated those desired modules to the
appointed implementer of SAP which is Abyor
International. At the same time, the business process
owners appointed a dedicated team─employees of the
holding members assigned at the head office of PT
Pupuk Indonesia serving as the firm’s
representative─to also be a representative in
receiving the knowledge from the SAP implementer
on each module. This knowledge will later be
transferred by the team to the delegates of the holding
members of PT Pupuk Indonesia, called key users. A
key user will receive training on the usage of each
SAP module to be used. Afterwards, key users that
had received the knowledge transfer will return to
their respective firms to transfer the knowledge to end
users. The end user is the whole employee that will
use the SAP modules on each of their business
activities. In this phase, the whole preparation had
been done for the success of ERP-SAP system
implementation, from the readiness of the human
resources to the systems used.
3.1.3 Shakedown Phase
The last phase of implementation is the shakedown
phase or commonly known as the GoLive system. PT
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Petrokimia Gresik did this phase in April 2016. They
announced that they would do the GoLive system of
ERP-SAP on media starting April 2016. The GoLive
system that’s done by PT Petrokimia Gresik was an
application of the whole module in the ERP-SAP
system that’s been modified to company needs,
corresponding to the results of the conference of the
holding members of PT Pupuk Indonesia.
3.2 Analysis on the Success of ERP-SAP
System Implementation at PT
Petrokimia Gresik using the
Adaptation of Information System
Success Model by DeLone & McLean
(1992 & 2003):
3.2.1 Information Quality
The reliability, timeliness, conciseness,
understandability, and relevance of the system’s
output is the first topic stated in the questionnaire
about information quality from the implemented
ERP-SAP system at PT Petrokimia Gresik.
For the first question of information quality of the
ERP-SAP system, the majority of respondents-more
than 90%-were on the neutral to highly agree scale
regarding the reliability of information output
presented by the system. This means that respondents
have obtained accurate and reliable information from
the implementation of ERP-SAP system.
The second question emphasized on the
timeliness of the information presented by the system.
Respondents of PT Petrokimia Gresik answered on a
neutral to highly agree scale regarding that the
information produced by ERP-SAP system is up to
date.
Respondents then answered a question regarding
the conciseness of the information output of the
system. The question stressed on whether respondents
agree that the information is covering the things
necessary for each department because of the
integrated system. 81 respondents answered on a
neutral to highly agree scale regarding the
convenience to obtain all the needed information in
one database.
Furthermore, there were 78 respondents saying
that the information output became easier to
understand after the implementation of ERP-SAP
system. However, 11 respondents stated that the
information presented was difficult to understand by
individuals from other departments.
The last question stressed the relevance of the
information output. 84 respondents agreed that the
system has presented relevant information with the
needs of the user. The other 5 respondents stated that
the information is still irrelevant to the needs of their
job.
3.2.2 System Quality
The benchmarks in assessing the quality of the system
are whether the ERP-SAP is easy to learn, reliable,
has a quick response time, flexible, increases
integration, and its user-friendliness. 78 respondents
answered that the ERP-SAP system implemented is
easy to learn. In the knowledge transfer from key
users, they stated that ERP-SAP is easy to learn. For
the system’s reliability, 80 respondents answered that
the ERP-SAP system is reliable enough in assisting
the operational activities in each department. Only 9
respondents disagreed with the system’s reliability.
The response time of the ERP-SAP system
implemented at PT Petrokimia Gresik gained 77
positive feedbacks and 12 negative feedbacks from
the respondents. They felt that the response time was
quick. 74 respondents stated that ERP-SAP system is
also flexible. However, a lot of respondents disagreed
on its flexibility. 15 respondents stated that it’s still
difficult to modify or change the contents of the
information.
The implementation of ERP-SAP system at PT
Petrokimia Gresik aims to integrate the business
processes and to the whole holding members of PT
Pupuk Indonesia. The questions raised regarding the
system’s integration of the holding members of PT
Pupuk Indonesia with the firm’s subsidiaries gained
positive responses.
The sixth question is on the user-friendliness of
the ERP-SAP system. 7 respondents answered that
the ERP-SAP system is not easy to use. They had
difficulties operating the system in their operational
activities. The other majority answered that the
system is already user-friendly.
3.2.3 Service Quality
The questionnaire assessed the responsiveness,
accuracy, reliability, technical competence, and
treatments by the system’s administrator, which is the
information technology department at PT Petrokimia
Gresik. More than 50% of the respondents said that
the knowledge transfer done by the key users to the
end users was appropriate and sufficient. The
materials obtained by the end users were deemed as
sufficient to run the ERP-SAP system. More than
50% of the respondents gave positive feedback
regarding the support provided by the IT department.
The Adaptation of Delone and Mclean’s Information System Model to Test The Success of the Erp-Sap Implementation in Middle-Level
Management: A Study Case at PT Petrokimia Gresik
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They agreed that the department was quick when
giving a response with a good attitude.
3.2.4 Use of the System
Use of the system by the end users is influenced by
the information quality, system quality, service
quality, and the reciprocal effect of customer
satisfaction and net benefits for the end users.
Questions on the usage of the system were
periodically given to the respondents. The majority
gave neutral to positive feedbacks. This shows that
the respondents are almost always using the ERP-
SAP system in their job. However, there’s a small part
of the respondents that didn’t use the ERP-SAP
system at all.
3.2.5 User Satisfaction
Most respondents stated that the implemented ERP-
SAP system corresponds with their expectations in
making their jobs quicker, thus making it more
efficient and effective. Out of 89 respondents, there
were 10 respondents that expressed their
dissatisfaction towards the ERP-SAP system. The
abundant amount of errors and the lack of knowledge
transfer they received made their satisfaction towards
the ERP-SAP system not as significant. There were
also respondents who completely disagree with the
convenience offered by using the ERP-SAP system.
3.2.6 Net Benefits
Almost everyone felt a positive impact on their job
with the implementation of ERP-SAP system, only 4
respondents felt the other way. Respondents in the
middle level of management felt that the
implementation of ERP-SAP conveys positive impact
in improving their efficiency as the decision makers.
However, some other respondents didn’t really sense
that positive impact coming from the implementation
of ERP-SAP.
Lastly, is whether the implementation of ERP-SAP
enhances the communication in the organization.
Again, the majority of respondents agreed with the
improvement in organizational communication.
Some respondents felt neutral about it, while some
others disagreed with it.
3.3 Relationship Analysis between
Factors/Variables of Success
In the success model of DeLone & McLean’s
information system, the factors that have been
measured will be further analyzed to see the
relationship between those factors. Unlike the
quantitative method which can use tools to get the
exact numbers to show the relationship, the
qualitative method has difficulties in accurately
quantifying the relationship.
In this paper, the researchers analyzed the
relationship by interpreting the answers given by the
respondents. All the responses received were fully
answered, thus enabling the researchers to do so. The
interpretation is done by looking at the relationship of
information, system, and service quality with the
system usage and user satisfaction. Afterwards, the
researchers interpret the correlation of the use of the
system and user satisfaction towards the net benefits.
Lastly, interpretation is done on the relationship of the
use of the system towards user satisfaction.
Relationships between those factors are analyzed by
comparing all the responses given and observing if a
positive feedback in one area will also result in
another.
Firstly is the measurement of information, system,
and service quality towards the system usage and user
satisfaction. Overall, respondents who are satisfied
with the quality tend to utilize the ERP-SAP system
more frequently. Vice versa, the dissatisfied
respondents tend to use the ERP-SAP system less
frequently. There’s a linear influence between the
information, system, and service quality towards the
system usage and user satisfaction.
Next, is measuring the effect of system usage
towards the net benefits. Respondents who used the
ERP-SAP system felt that the utilization helped them
in improving the efficiency and quality of their job,
giving them a positive impact. When measuring the
user satisfaction in relation to the net benefits, the
overall respondents felt satisfied as the ERP-SAP
system improved their work.
The last measurement is the system usage and user
satisfaction. Respondents who used the ERP-SAP
system frequently felt satisfied with it for meeting
their expectations in an overall sense.
The majority of the responses received showed a
positive relationship between variables. When the
users feel that the system is providing a high quality
of information, system, and service, they will utilize
the ERP-SAP system more frequently and will be
satisfied with it, leading to an increase in their job
performance.
However, the relationship also applies conversely.
When they feel that the ERP-SAP system is providing
a low quality of output, they are dissatisfied with it,
thus leading to less frequent usage of the system and
lower job performance.
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4 CONCLUSION
Based on the interviews with the managers and the
head of IT department at PT Petrokimia Gresik, and
the questionnaires spread throughout the middle-level
managers in all departments, we believe that the
implementation of the ERP-SAP business system is
successful. The information system success model by
DeLone & McLean were used to describe the
implementation’s success by using the 6 success
factors. From the data obtained through the
questionnaires, the majority of respondents agreed
that the implementation of the ERP-SAP system is
already appropriate and sufficient. The information
output is reliable, timely, concise, understandable,
and relevant to the needs of their job. The system
quality of ERP-SAP received positive feedback from
the respondents, saying that it is easy to use, reliable,
responds quickly, flexible, integrative, and user-
friendly. The service quality provided by the IT
department of PT Petrokimia Gresik is also deemed
as appropriate by the respondents. The use of the
system and user satisfaction also received positive
responses. Lastly, the net benefits from the usage of
ERP-SAP give positive impact towards the
respondents’ job performance. The impact of these
six factors shows a linear relationship. From the three
dependent variables (information, system, and
service quality) to the system usage and user
satisfaction, the result shows that a high quality of
output will drive users to utilize the ERP-SAP system
more frequently in their job. A continuous usage of
the ERP-SAP system and the satisfaction gained from
using it will improve the net benefits for the users.
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Management: A Study Case at PT Petrokimia Gresik
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