Workhorse or White Elephant? End User Acceptance of ERP System in a Shared Service Center


Subbarao, Anusuyah and Khan @ Thandar Oo, Nasreen and Ramli, Muhammad A. and Siddika, Aysa (2023) Workhorse or White Elephant? End User Acceptance of ERP System in a Shared Service Center. HighTech and Innovation Journal, 4 (4). pp. 838-853. ISSN 2723-9535

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Businesses globally heavily invest in Enterprise Resource Planning (ERP) implementation to meet high customer demands and maintain competitiveness. Despite significant investments, underutilization hampers reaping the system's full benefits, leading to stagnant or adverse performance. Hence, this study aims to uncover reasons for the lack of end-user adoption of ERP systems. It focuses on the correlation between performance expectancy, effort expectancy, social influence, and organizational support in determining ERP system acceptance by end users. This study utilized a quantitative methodology. Data were collected from 392 respondents within a Malaysian shared service center. Multiple regression analysis was conducted employing the UTAUT model and perceived organizational support theory to evaluate and interpret the collected data. The study’s key findings include the significant positive association between performance expectancy and ERP system adoption, reinforcing the influence of effort expectancy on technology adoption. Despite its positive effects, social influence had little effect on end-user adoption. Additionally, it was observed that ERP system adoption was consistently facilitated by organizational support. This study confirms the essential factors that drive the adoption of ERP systems by end-users. It emphasizes the crucial role of leadership in prioritizing these elements for organizations to enhance user acceptance and ensure the successful implementation of ERP systems.

Item Type: Article
Uncontrolled Keywords: Performance Expectancy
Subjects: H Social Sciences > HF Commerce > HF5001-6182 Business > HF5549-5549.5 Personnel management. Employment management
Divisions: Faculty of Management (FOM)
Depositing User: Ms Nurul Iqtiani Ahmad
Date Deposited: 29 Apr 2024 02:06
Last Modified: 29 Apr 2024 02:06


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