Impact of ERP System Features on Customer Satisfaction in the RMG Sector in Bangladesh: A study on Skylark Soft Ltd.

Abstract

This study explores the impact of Enterprise Resource Planning (ERP) system features on customer satisfaction in Bangladesh's Ready-Made Garment (RMG) sector, focusing on Skylark Soft Ltd. The research examines how key ERP attributes—Ease of Use, Operational Efficiency, Cost-Effectiveness, and Customization & Flexibility—contribute to improving customer experience and business performance. Employees of the RMG Industry were surveyed and interviewed as part of a qualitative case study methodology. To find important trends and difficulties related to the deployment of ERP systems, the data was subjected to thematic analysis utilizing programs like ATLAS.ti9 and Microsoft Excel. Results show that ERP systems greatly improve business operations through cost management optimization, process automation, and improved data accessibility. To maximize ERP benefits, however, obstacles such as system adaption, high implementation costs, shortages in user training, and technical problems still exist. Notwithstanding these drawbacks, capabilities like process automation, real-time data access, and an accessible interface improve customer satisfaction by lowering errors, boosting productivity, and simplifying processes. To increase acceptance rates, the study highlights the necessity of ongoing ERP optimization, which includes improved user training initiatives, system customization to meet industry- specific requirements, and adaptable cost structures. RMG producers may optimize ERP efficiency and guarantee long-term business success and increased customer satisfaction by tackling these issues. Business executives, ERP developers, and industry stakeholders may all benefit from this research's insightful recommendations on how to improve ERP strategies for better customer service and operational success in the cutthroat RMG market.