Accounting Software Selection And Satisfaction: A Comparative Analysis Of Vendor And User Perceptions

Abstract

We comparatively analyze the accounting software selection, retention, and satisfaction perceptions of 43 accounting software vendors as compared to 57 accounting software users.  We identify key areas of agreement and disagreement between the groups. With respect to major factor categories, vendors rate vendor support significantly higher than users, while users rate functionality and compatibility significantly higher than vendors.  Key differences also exist with respect to vendor and user perceptions of the most important features present within the major categories. For instance, vendors and users rate ten of the fourteen components of functionality/capability significantly different.  Similar differences are found with respect to features in vendor stability and vendor support.  Vendors and users also differ in their perceptions as to why companies change software. By highlighting some of the key areas where vendors and users differ in their perceptions of important items, we hope to help bridge the gap between vendor efforts and user desires.  By knowing their customers better and focusing increased attention on areas that users value, we believe that vendors will be able to develop software that better fits user objectives and, in turn, improves user satisfaction.