Impact of ERP Implementation on Employee Performance in Hospitality Sector: Role of Management Capabilities

2021 Moratuwa Engineering Research Conference (MERCon) Pub Date : 2021-07-27 DOI:10.1109/MERCon52712.2021.9525662

Dinesh Samarasinghe, M. Suwandaarachchi, Sachen Dharshana Illangasinghe

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Abstract

Most hotels either upgrade or implement ERP systems, with an intention to improve the organizational performance. In hospitality industry, guest satisfaction is linked with performance, where employee performance becomes a critical factor in deciding performance. Therefore, it is interesting to study the impact of the Enterprise Resource Planning (ERP) system implementation on employee performance in hospitality sector. The study investigates the influence of ERP system implementation on employee performance. Also, investigates whether management capabilities mediate the relationship between ERP system implementation and employee performance. The research was conducted based on deductive approach. Structured questionnaire was distributed among pre-selected hotels with ERP systems which were installed/upgraded within past two to three years. The finding of the study shows that there is a positive relationship towards employee performance through ERP system implementation. Further, management capabilities supportively mediate the positive relationship between ERP system implementation and employee performance. Findings will provide learnings to the hotels in the hospitality industry to enhance their performance to meet their increasing demand and agile customer preferences.

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酒店业ERP实施对员工绩效的影响:管理能力的作用

大多数酒店要么升级或实施ERP系统，意图提高组织绩效。在酒店业，客人满意度与绩效挂钩，员工绩效成为决定绩效的关键因素。因此，研究酒店行业实施企业资源规划(ERP)系统对员工绩效的影响是非常有趣的。本研究探讨ERP系统实施对员工绩效的影响。此外，研究是否管理能力调解ERP系统实施和员工绩效之间的关系。研究是基于演绎法进行的。在过去两到三年内安装/升级ERP系统的预选酒店中分发结构化问卷。研究发现，ERP系统的实施对员工绩效有正向影响。此外，管理能力在ERP系统实施与员工绩效之间的正向关系中起到中介作用。调查结果将为酒店业的酒店提供经验，以提高其绩效，以满足日益增长的需求和灵活的客户偏好。

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2021 Moratuwa Engineering Research Conference (MERCon)

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