Grau de satisfação dos usuários de um sistema ERP em uma empresa de varejo, sob a perspectiva do modelo de Delone e Mclean

Abstract

This monograph aims to identify the degree of satisfaction of users of the Totvs Protheus ERP system used in the company Freitas Varejo, from the perspective of the DeLone and McLean model. It addresses concepts related to Information Systems and more specifically to ERPs; Its main functionalities, difficulties of use and benefits; The main variables that impact on the satisfaction of the users of these systems and the Delone and Mclean success model of an information system. The research has descriptive character and quantitative nature. Regarding the procedural aspect, it is included as a bibliographic research and case study. As a sample, the employees of the financial sector of the organization, made up of 13 employees, were chosen. The data collection was performed through the application of an on-site questionnaire and direct observation, with the objective of obtaining concrete results and consistent with the reality of the sector. The result of the survey revealed that the degree of user satisfaction with Totvs Protheus is high, with a mean of 6.01, given that the maximum possible average is 7.0. It was found that the Individual Impact construct obtained a unanimous maximum score and the highest average in comparison with the other constructs. With the worst average was the construct Quality of the system, which deals with the system in a more general way. The results indicate that its use is intense and daily. The conclusions suggest that the employees' perception of Totvs Protheus is satisfactory and its use is considered timely.