Evaluating the performance of academic and student administration system in its post-implementation phase: a case study at the University of Botswana

Abstract

In the year 2012, the University of Botswana (UB) replaced its 20-year old management information system called Integrated Tertiary System (ITS) with a more robust ERP System to improve management, administration and customer services. However, according to the literature, not all ERP system implementations have been successful for various challenges that organisations often encounter in its implementation process. Specific to the UB context, the researcher has taken note of challenges faced by both instructors and students particularly in the beginning and end of every semester. Therefore, it is essential to evaluate whether the ERP System in UB is performing successfully in its post-implementation phase up to the expectations of its end-users. However, due to time constraints, this study focussed only on its Academic and Student Administration System (ASAS) module which is just one of its modules. The study investigated end-user perceptions of the performance of the UB ASAS in its post-implementation phase, and made an attempt to identify any factors that might have had direct or indirect influence on the perceptions of its end-users. The study was guided by the DeLone and Mclean Information System (IS) success evaluation model. Three independent but inter-related ASAS quality dimensions and one dependent variable (user satisfaction) were included in the model. The study used qualitative methods as the major along with some quantitative approaches that used a questionnaire and statistical tools such as reliability test of Cronbach’s Alpha, descriptive statistics, and paired samples t-test. The study found that: (i) users were satisfied with the ASAS performance; however, they felt that there was still room for improvement; (ii) there were factors that influenced user perceptions of ASAS performance; they were identified; recommendations were made on how to address them for improving system performance and hence, user satisfaction. Despite a few limitations, the study provided significant theoretical and practical contributions to the field related to the evaluation of post-implementation success of information systems. Therefore, this study is unique and to some extent, it served the purpose of reducing the knowledge gap in this area.