Efecto en la gestión organizacional y la satisfacción de los usuarios de un sistema informático de planificación de recursos empresariales (ERP) en Riobamba, Ecuador.

The primary objective of the present study is to perform an ex-post evaluation of the enterprise resource planning (ERP) integral computer system at the municipal government of Riobamba Canton (Ecuador) to evaluate institutional performance as perceived by internal (public servants and managers) and external (taxpayers) users and assess their satisfaction with municipal services. For this purpose, the DeLone and McLean multidimensional measurement model and statistical methods were used for processing and evaluating the instruments applied. The results showed unfavorable perceptions on service quality improvements and citizen satisfaction. There was also a direct relationship between the dimensions of quality and user satisfaction. It is concluded that the system offers benefits related to organizational management, mainly for public servants, although managers showed the highest level of satisfaction as users of the system. [ABSTRACT FROM AUTHOR]