Quality of enterprise resource planning in the local authorities in Malaysia

Abdul Wahi, Nur Syuhaini and Berényi, László (2024) Quality of enterprise resource planning in the local authorities in Malaysia. GRADUS, 11 (3). ISSN 2064-8014

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Abstract

The public sector is expected to provide higher service standards to meet citizens’ demands. Therefore, to meet those expectations, the Malaysian public sector must implement robust systems like enterprise resource planning (ERP), which is called e-Pihak Berkuasa Tempatan (e-PBT). The e-PBT, one of the ERP initiatives, was created by the local government and the Malaysian Administrative Modernization and Management Planning Unit (MAMPU) to improve local authorities’ (LA) performance. Although numerous studies have highlighted the advantages of ERP systems, especially in the private sector, there is still a lack of discussion on the quality of ERP systems implemented. Thus, this study aims to study employees’ perceptions regarding the quality of the e-PBT system in LA in Malaysia using three dimensions adopted from DeLone and McLean IS Success model: system quality, information quality, and service quality. Data were collected from an online questionnaire survey distributed to LA in Peninsular Malaysia. The finding reveals that most respondents gave reasonably good ratings on the system quality, information quality, and service quality of the e-PBT system. However, there is still room for improvement, particularly regarding system security, updating information, and operation of the e-PBT system.

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