The impact of ERP's critical success factors on service quality dimensions : an empirical study on the Egyptian telecommunications sector

Abstract EN

The goal of this research is to understand the impact of the ERP implementation critical success factors on service quality dimensions in the Egyptian telecommunications organizations.

The results of the study clarify that there is significant impact of the organizational, technological and human critical success factors of ERP system on the three dimensions of the service quality model that include responsiveness, empathy, and results of service quality.