Factors Affecting the Effectiveness of SCM-IS: A Case of XYZ

Information system for supply chain processes is known as e-SCM (electronic supply chain management). The system is expected to provide benefits toward the organization. The benefits of the e-SCM can be represented as its effectiveness towards the organization. The purpose of this study is to analyze factors that influence the effectiveness of the use of e-SCM. The proposed model in this study adopts DeLone-McLean model and thus investigates the relationship between information quality, system quality, service quality to use, user satisfaction, and the net benefit. A case of XYZ in Indonesia is used to give context to the study. XYZ is a company that runs its business within the telecommunications industry. In providing services to its consumers, XYZ uses a computer-based information system for SCM (e-SCM), namely Sitehandler. Data from 149 respondents were collected via questionnaires. The data were processed using PLS-SEM. The results showed that there is positive correlation between information quality toward user satisfaction and usage. Likewise, system quality influences positively the user satisfaction and usage. However, service quality in this study does not positively influence user satisfaction and usage. Usage has a positive influence on user satisfaction and net benefit. Also, user satisfaction has a positive influence on the net benefit.