Abstract:
This study investigates the impact of Enterprise Resource Planning (ERP) system
implementation on the organisational performance of Small and Medium Enterprises
(SMEs) in the Gampaha District. Although ERP adoption is expanding globally, its
effectiveness within SMEs in emerging economies such as Sri Lanka remains
underexplored. This research addresses this gap by analysing how critical success
factors service quality, user satisfaction, training and education, and vendor support
influence SME performance after ERP implementation. A quantitative research
approach was adopted using a structured questionnaire distributed to 147 SMEs
across different sectors in Gampaha. Data were analysed using descriptive statistics,
correlation, and multiple regression analysis through SPSS. The results revealed
statistically significant relationships between all four independent variables and
organisational performance. Vendor support ensures system reliability and effective
problem-solving, training and education enhance user competence, user satisfaction
increases engagement and system utilisation, and service quality supports smooth
operational processes. Collectively, these factors serve as key drivers for improving
efficiency, productivity, and strategic decision-making. The findings highlight the
importance for stakeholders to invest in strong vendor partnerships and user-focused
training to foster successful digital transformation in SMEs. This study contributes to
existing literature by providing region-specific empirical evidence from Sri Lanka
and offering guidance for policymakers and practitioners aiming to strengthen ERP
adoption within the SME sector.
