Relevant has considered facilities management, IT-based personnel , space analysis, inventory management and level of support services management, as a of ERP in business organizations.
However, the extent to which these that constitute professional ERP functions could impact on control of operations and costs, customer satisfaction, information and financial management in hotel in South East Nigeria are quite unclear and is yet to be established and documented in literature.
This study determined the impact of ERP on hotel service performance in South East Nigeria. Specifically, the study aimed to pursue the following objectives:
To determine the effect of space analysis on employee efficiency in the selected hotels, to ascertain the effect of hotel support services management on hotel service specifications, to ascertain the correlation between business development management and hotel staff disposition,
To examine the relationship between inventory management and operational cost-effectiveness of the selected hotels, to ascertain the effect of facilities management on hotel customer satisfaction in the study area, to determine the extent to which ICT tools employed enhanced information management by hotels in the study area.
The work adopted the survey research method, making use of a structured questionnaire and interview schedule as instruments of data collection.
Data were collected from primary sources while population of the study was 576 that included 91 hotels in Awka, 131 hotels in Enugu metropolis and 169 hotels in Owerri, 108 hotels in Umuahia and 77 hotels in Abakiliki;
Table Of Contents
Declaration i
Approval ii
Dedication iii
Acknowledgements iv
List of Tables v
List Figures vi
Abstract vii
CHAPTER ONE INTRODUCTION
- Background of the Study 1
- Statement of the Problem 6
- Objectives of the Study 8
- Research Questions 8
- Research Hypotheses – 9
- Significance of the Study 9
- Scope of Study 10
- Operational Definition of Terms 11
References 12
CHAPTER TWO REVIEW OF RELATED LITERATURE
- Introduction 13
- Conceptual Framework 13
- Theoretical Review 33
- Agency Theory 33
- Information Systems Success Model 34
- IT Resource Management Framework 35
- Systems Theory 38
- Business Modelling 40
- Contingency Approach 41
- The ERP Life Cycle 42
- ERP Systems Modules 45
- Implementation Models for ERP 46
- Theoretical Framework 47
- Diffusion of Innovations Theory 47
- Empirical Review: Prior Researches relevant to Enterprise Resource Planning and Performance 49
- ERP Lifecycle Phases 73
- Summary of the Review 80
References 82
CHAPTER THREE METHODOLOGY
- Introduction 98
- Research Design 98
- Source of Data 98
- Population of the Study 98
- Sample Size Determination 99
- Research Instruments 99
- Validity of the Instrument 99
- Reliability of the Instrument 99
- Method of Data Presentation and Analysis 100
- Decision Rule 100
CHAPTER FOUR
4.1 DATA PRESENTATION AND ANALYSIS
- Data Presentation 101
- Bio Data 101
- Questionnaire Responses 105
- What is the Effect of Space Analysis on Staff Efficiency in the
Selected Hotels? 105
service specifications? 107
and Hotel Staff Disposition? 114
Satisfaction in the study area? 120
- Test of Hypotheses 125
- Hypothesis One 125
- Hypothesis Two 127
- Hypothesis Three 128
- Hypothesis Four 130
- Hypothesis Five 132
- Hypothesis Six 133
- Analysis of the Interview Responses (See Appendix III) 134
- Discussion of Results 135
- Discussion of Results related to the Response Rate of the questionnaire 135
- Discussion of Results Related to the Objectives 135
References 143
CHAPTER FIVE SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS
- Summary of Findings 147
- Conclusion 147
- Recommendations 148
- Contribution to Knowledge 149
- Area for further 149
Bibliography 150
Introduction
Background of Study
The unprecedented growth of information and communication technologies (ICT) driven by microelectronics, computer hardware and software systems has influenced all facets of computing applications across organizations globally.
Simultaneously, the global business environment is becoming increasingly complex with functional units requiring more and more inter-functional data flow for decision making, timely and efficient procurement of product parts, management of inventory, accounting, human resources and distribution of goods and services.
In this context, management of organizations needs efficient information systems to improve competitiveness by cost reduction and better logistics.
It is universally recognized across all organization levels, forms or categories that the capability of providing the right service at the right time brings tremendous rewards to organizations in a global competitive world of complex business practices.
The late 1980s and the beginning of the 1990s saw new software systems tagged Enterprise Resource Planning (ERP) systems.
The Gartner Group first used the acronym ERP in the 1990s as an extension of Material Requirements Planning (MRP), and the later Manufacturing Resource Planning (MRP II) (Anderegg, 2013).
Without replacing these terms, ERP came to represent a larger whole that reflected the evolution of application integration beyond manufacturing.
References
Adam, F., O’Doherty, P. (2000). Lessons from Enterprise Resource Planning Implementation in Ireland – Towards Smaller and Shorter ERP Projects. Journal of Information Technology, vol. 15, n. 4, December (2000), 305-316.
Agboola, A.A. and Salawu, R.O. (2008). Optimizing the Use of Information and Communication Technology (ICT) in Nigerian Banks. Journal of Internet Banking and Commerce (JIBC), 13(1), 1-15.
Al-Mashari, M. (2000). Constructs of Process Change Management in ERP Context: A Focus on SAP R/3. Americas Conference on Information Systems AMCIS, K., USA.
Alexander, K. (1993a). Facilities Management as Business Re-engineering. Strathclyde: Centre for Facilities Management, University of Strathclyde.
Alexander, K. (1993b). Facilities Management as a Quality Cycle. Centre for Facilities Management Working Paper. Strathclyde: Centre for Facilities Management, University of Strathclyde.
Alexander, K. (1993c). Facilities Management: The Strategic Role. Centre for Facilities Management Working Paper Series. Strathclyde: Centre for Facilities Management, University of Strathclyde.
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