Jamaica Foods Group (JFG's) information systems service quality assessment

Abstract

This is the initial study of service quality of a number of Jamaican companies that have implemented ERP systems. The objective is to determine what factors in the Jamaican and ERP systems environment determine user-satisfaction and to provide useful diagnostics for managing the IS unit and the organization's IT resources. The methodological approach used, focused on collecting primary data from staff members from four locations of the organization. The data was collected using the widely accepted IS modified SERVQUAL instrument. The survey instrument also included five questions provided by the IS unit to evaluate the Oracle ERP system implemented in the organization. The questions included user friendliness, performance expectations, detailed analysis, timely processing of data and adequate security of the system. The findings, based on the overall organization, suggest that although service quality is below expectations, the gaps are not generally significant, i.e. equal to or greater than one. The analysis, however, based on business units provides more revealing information.