The Role of Individual User Characteristics in Influencing ERP System Implementation Success

Abstract

Enterprise Resource Planning (ERP) systems have becom e an essential part o f the Information Technology (IT)
infrastructure o f large-sized organizations. Despite the many benefits o f implementing ERP systems, the initial failure
rate is high, and failure to properly implement the system has led many organizations into financial ruin. Prior research
has primarily examined the role o f organizational-level factors in influencing ERP system implementation success; this
study examines the role o f individual user-level factors. Data was collected at two points in time from users who were
transitioning from a “legacy” system to a newly implemented ERP system. Results indicate that factors such as business
process ownership, business process experience, user training, computer self-efficacy, and subjective norms influence
user perceptions o f implementation success. Implications for businesses include a rethink o f existing implementation strategies by including leadership roles for business process owners, developing personalized user feedback channels,
and having experience-based selective training.