Effects of Enterprise Resource Planning System Navigation on Academic Service Delivery at Masinde Muliro University of Science and Technology, Kenya

Abstract

The ERP system has for long been adopted in private higher learning institution and has had a significant impact on finance and accounts management, examinations management, hostels and accommodation, library management, procurement and stores management and catering management. The implementation of the ERP System in Masinde Muliro University of Science and Technology since 2012 has been characterized by dissatisfaction from both students and lecturers especially in form of service delays due to faulty queuing systems or network delays. This has led to poor institutional performance, on this basis the study examined usability of enterprise resource planning system on academic service delivery in Masinde Muliro University of Science and Technology. To evaluate how navigation as an ERP system usability factor affect academic service delivery at Masinde Muliro University of Science and Technology.  The study was guided by: systems theory; resource-based theory and SERQUAL model. A descriptive case study design was used. The target population was 10 heads of department, 37 technical personnel and 5179 students totaling to 5226 respondents. Questionnaire was used for data collection instrument. Stratified random sampling and purposive technique was used. Navigation affects the usability of the enterprise resource planning system on academic service delivery. It shows that ERP-Navigation should be designed to be user-friendly, which means that it can be easily customized for any type of business or company.