Impact on organisations of changes in information systems: The case of two Lisbon universities

Abstract

The acceptance of a new IS by users is not always easy, as people tend to be resistant to changes. This paper seeks to identify and evaluate the organisational impact of an IS change, having as subject of study the University Institute of Lisbon (ISCTE-IUL) and the University of Lisbon. The study was carried out based on a model that considers three perspectives: the quality of the system, the quality of information and the quality of service. For this study, interviews were conducted, and questionnaires were applied to some employees of the two universities to assess the impact of the SAP ERP implementation. The results confirm the importance of the quality of information and quality of the service provided, on learning and then on the organisational impact, through the benefits obtained and the impact on the end user.