An empirical investigation of the impacts of internal/external facilitators on the project success of ERP: A structural equation model

  • Authors:

  • Wen-Hsien Tsai;Michael J. Shaw;Yi-Wen Fan;Jau-Yang Liu;Kuen-Chang Lee;Hui-Chiao Chen

  • Affiliations:

  • Department of Business Administration, National Central University, Jhongli, Taoyuan 32001, Taiwan;Department of Business Administration, University of Illinois at Urbana-Champaign, Champaign, IL 61820, USA;Department of Information Management, National Central University, Jhongli, Taoyuan 32001, Taiwan;Department of Accounting, Chinese Culture University, Yang-Ming-Shan, Taipei 11192, Taiwan;Department of Business Administration, National Central University, Jhongli, Taoyuan 32001, Taiwan;Department of Business Administration, National Central University, Jhongli, Taoyuan 32001, Taiwan

  • Venue:
  • Decision Support Systems
  • Year:
  • 2011

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Abstract

In recent years many companies have improved their business performance and competitive position by implementation of enterprise resource planning (ERP) systems. This study goes beyond the boundaries of an individual organization to develop an integrated framework for successful implementation of ERP systems. We also discuss the internal/external facilitators which make this possible. Meanwhile, the authors utilize the SERVQUAL instrument, project management and information systems success theory in our empirically investigation of the roles and interdependent relationships of system vendors, consultants, project management and system performance, based on existing measures suitable for this study. The results reveal a significant causal relationship between system providers, implementation consultants and project management, and project to system performance, except directly from SERVQUAL to system performance. It is believed that an understanding of the relationships between the relevant factors for ERP success is necessary to satisfy the adopter's requirement, both practically and theoretically.