The Impact of Enterprise Resource Planning (ERP) Strategy on Government Organizational Performance: The Case of Emirates Airlines

Almualla, Shaikh Saud Bin Abdulaziz (2025) The Impact of Enterprise Resource Planning (ERP) Strategy on Government Organizational Performance: The Case of Emirates Airlines. PhD thesis, University of Gloucestershire. doi:10.46289/XFIQ2130

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Abstract

Organisations are witnessing an age of technology integration as a result of recent technical advancements that have completely changed the way organisations run. The development of information systems, supported by instruments such as enterprise resource planning (ERP), is one notable breakthrough. ERP systems automate key processes and streamline them throughout the company to enable centralised decision-making. This research aims to evaluate Government organisations in UAE in general through the case of Emirates Airlines’ since Emirates Airlines is a government organisation. The aim is to assess its dependence on ERP systems and how this impacts its overall performance with the purpose of developing a framework through which lean business systems may be adopted to increase the performance of organisations. ERP adoption in this study is underpinned by Theory of Planned Behaviour (TPB), Technology Acceptance Model (TAM) and Value-based Adoption (VAM) along with review of previous literature which led to the development of a conceptual framework. The impacts of ERP were categorised into four main categories namely integration and automation of functions, empowering management and decisions making, driving force towards smooth operations and resulting in competitive advantage. Qualitative interviews were conducted with 30 managers/ supervisors at Emirates Airlines and the data was analysed through Nvivo. The study unveils a profound impact of ERP systems on the performance of Emirates Airlines, emphasizing four pivotal dimensions as previously found from the literature. The research reveals a significant influence of the ERP systems on the performance of Emirates Airlines among four critical dimensions. This research devises an ERP adoption framework in order to improve organizational performance focusing on integration, automation and empowerment of management. It points out the effectiveness of ERP in the smooth running of activities despite digital disruption especially in maintenance planning and compliance, along with the influence of ERP on customer loyalty and satisfaction and broadens the perceived ERP functions.

Item Type:	Thesis (PhD)
Thesis Advisors:	Thesis Advisor Email URL Darwish, Tamer tdarwish@glos.ac.uk UNSPECIFIED
Uncontrolled Keywords:	Enterprise Resource Planning (ERP); Government; technology advancements; organizational performance; UAE; Emirates Airlines
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD2350.8 Large industry, Factory system, Big business H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > HD58 Organizational behavior, change and effectiveness. Corporate culture Q Science > QA Mathematics > QA75 Electronic computers. Computer science Q Science > QA Mathematics > QA76 Computer software
Divisions:	Schools and Research Institutes > School of Business, Computing and Social Sciences
Depositing User:	Anne Pengelly
Date Deposited:	23 Oct 2026 11:34
Last Modified:	23 Oct 2026 11:35
URI:	https://eprints.glos.ac.uk/id/eprint/16605

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