END-USER ACCEPTANCE OF ERP SYSTEMS IN

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Survey was conducted with the participation of 150 ERP users in two large-scale manufacturing ... end-user satisfaction perspective as a significant element in.
END-USER ACCEPTANCE OF ERP SYSTEMS IN MANUFACTURING ORGANIZATIONS IN SRI LANKA Thilochana Ekanayake Department of Management of Technology, University of Moratuwwa, Sri Lanka [email protected] Raj Prasanna Department of Management of Technology, University of Moratuwwa, Sri Lanka [email protected] Gayithri Kuruppu Department of Management of Technology, University of Moratuwwa, Sri Lanka [email protected]

Abstract During the past few decades, many organizations made substantial investments in implementing Enterprise Resource Planning (ERP) systems with the goal of enhancing their business performance. Successes of ERP implementations largely hinge on willingness of employees to utilize the benefits of ERP. Available evidences, however, suggest the functional potential of these installed ERP applications was underutilized. Past researches showed that actual usage of system heavily depends on users’ acceptance of the ERP system. This research aimed to investigate the factors influencing the acceptance of ERP systems by end users in manufacturing organizations in Sri Lanka. Consequently a survey based research was carried out using quantitative research methods. SPSS software used to analyze statistical data. Mainly, effects of Performance expectancy (PE), Effort Expectancy (EE), Social Influence (SI), Facilitating Conditions (FC) and Attitudes towards Use of System (ATUS) on ERP acceptance were examined. Symbolic Adoption (SA) was used as a better dependent variable to measure ERP acceptance in a mandatory environment. Survey was conducted with the participation of 150 ERP users in two large-scale manufacturing organizations in Sri Lanka. Findings clearly indicated that the moderation effect due to gender was significant only on relationships between SI and SA, and FC and SA. Further the moderation effect due to age was not significant on any of the relationships. Regression analysis also showed that PE, EE, and ATUS contribute to 77.7% of the total variance of SA. Further analysis demonstrated that end-user perception on some of the ERP influencing factors (PE and ATUS) and the level of acceptance of ERP systems significantly differ between the two user groups; managers and end-users. This study concluded that the level of acceptance of ERP systems is in a moderate level and the attributes: PE, EE, SI, FC, and ATUS were positively correlated with Symbolic Adoption of ERP systems. Key Words: ERP, end-user acceptance, performance expectancy, effort expectancy, attitude

1.

INTRODUCTION

1.1 Background of the study Information and communication technologies became vital components of the competitive strategies of many businesses. According to Yang and Su (2009) this strategic emphasis made it possible for mangers to integrate information and communication technologies throughout the organization and link all business units together. A popular approach to the development of an integrated enterprise-wide system,

the adoption of Enterprise Resource Planning (ERP), was sweep across industry (Akkermans et al. 2003). ERP systems might well count as ‘the most important development in the corporate use of information technology in the 1990s’ (Davenport, 1998). ERP system was a packaged business software system that enables a company or organization to manage its resources efficiently and effectively by providing a fully integrated solution to meet an organization’s information processing needs (Nah et al., 2003). ERP system implementation grew in

developed as well as in developing countries (Kamhawi 2007). ERP was no longer an alien for Sri Lankan organizations. In the recent past, many Sri Lankan organizations initiated ERP implementation projects aiming to centralize and streamline their organization’s processes for better performance. However, a large number of ERP implementations failed to deliver expected results (Gunawardena and Wickramaginghe, 2007). 1.2 Identification of the problem ERP system failures had different degrees and may occur at different instances of the ERP life cycle. Failures of ERP implementations were common to Sri Lanka as well. Yu (2005) identified end-user satisfaction perspective as a significant element in post-implementation success of ERP systems. Sun et al. (2009) shown that one common reason for ERP failures as the reluctance or unwillingness of users to accept ERP system. Rajapakse, and Seddon (2005a, 2005b) carried out a research based on Sri Lanka and showed that in developing country settings one of the major factors for low ERP adoption rate was the cultural misfit. Further to that, they explained individual factors that hinder ERP assimilation in developing countries as low willingness of users to accept new technologies and general changes, lack of self-learning/motivation, less commitment and reluctance in accepting additional responsibilities. This showed that end-user acceptance of ERP systems was a critical factor affecting not only for the success of ERP implementations but also for taking ERP adoption decisions. All these factors showed that end-user acceptance of ERP systems was a critical factor affecting to the success of ERP implementations. Therefore having a better understanding about the factors, which influence or hinders the adoption of ERP systems by the end users, was critical to plan a successful ERP implementation. Existing researches do not provide sufficient information for this kind of a study that conducted in Sri Lanka. Based on the above understanding, the study formulates the research problem as follows; what are the major factors affecting to end-user acceptance of ERP systems in manufacturing organizations in Sri Lanka? How do they relate to ERP system acceptance? 1.3 Objectives of the study So, this research main objective was to find out the factors which affect the end-user acceptance of ERP systems in manufacturing organizations in Sri Lanka. Other than that objectives to be achieved at the completion of this study were as follows:

 To investigate the level of end-user acceptance of ERP systems in Sri Lankan manufacturing organizations  To investigate factors affecting and their relationship on ERP system acceptance by the endusers in manufacturing organizations in Sri Lanka  To investigate the differences in acceptance of ERP system between managers and end-users in those organizations  To develop a model which can be used to manage the end-user acceptance of ERP systems in manufacturing organizations in Sri Lanka 1.4 Scope of the Study The theoretical scope of this study includes investigating only the factors affecting to end-user acceptance of ERP Systems while the empirical scope of the study narrowed down to manufacturing organizations in Sri Lanka.  Study would be limited to six months  The research would be focused on manufacturing companies having SAP ERP systems for more than four years  The study would be conducted in two major manufacturing organizations in rubber and apparel sector. Survey would be carried out in these two organizations. Both companies used ERP for more than five years which was in line with the context of post-adoption and mandatory use explored by this study.  Both managers and end-users would be included in the survey sample 1.5 Significance of the Study ERP systems helped organizations to reduce operating costs and improve business process management through integration of business functions and information (Aldwani, 2001). Despite the advantages associated with ERP systems, their adoption was often problematic (Amaoko-Gyampah, 1999). Approximately 50% of all ERP implementations fail to meet the adopting organizations’ expectations (Jasperson, Carter and Zmud, 2005). As mentioned above many researchers had highlighted the importance of end-user acceptance of ERP systems to reach the ERP implementation goals. Very few researches conducted in developing country settings. When considering Sri Lankan culture and organizational environment there could be differences in the factors identified by the previous researchers considering the western countries. This study contributed to fill that gap and the findings could be used to make the ERP implementations and assimilation process highly

productive in organizations.

Sri

Lankan

manufacturing

This study reviews many past researches performed on end-users’ acceptance of information systems including ERP systems. Several models found in ERP literature and findings of the investigations of ERP implementations in Sri Lankan manufacturing organizations would be further analyzed to identify the researchable factors, which could be used to develop best-fit ERP system acceptance model for manufacturing organizations in Sri Lanka. Even though the rate of ERP adoption by the organizations in developing Asian countries were comparatively lower than that of developed countries, a significant growth could be seen compared to the past decade. The findings of this research could be used to manage end-user acceptance towards ERP systems by the organizations that intend to adopt ERP systems. Further to that, the findings could be used to address existing issues like low utilization of ERP systems in manufacturing organizations of Sri Lanka. ERP implementers could rethink about there strategies of handling human factors like user involvement, managing user expectations, change management and training, etc. during the project implementation and post-implementation stage. This study would be useful not only for the ERP adopting companies but also for the ERP vendors. The research results would be very beneficial especially for medium scale local ERP vendors who target ERP mid-market (market for mid-size companies). They would be able to use the findings of this research to identify end-user attitude toward ERP systems. End- users’ attitudes and priorities could be taken into consideration during ERP system designing process. 2. METHODS The theoretical foundation of this research based on the quantitative methods, which used to investigate the factors affecting end-user acceptance of ERP systems in manufacturing organizations in Sri Lanka. It aimed to validate the proposed relationships between factors affecting ERP end-user acceptance and symbolic adoption. 2.1 Sample of the study The study was conducted in two large-scale manufacturing organizations where SAP implemented. The study of the ERP acceptance in a SAP environment was of particular interest because it was considered the leading software and implemented by such companies as Allied Signal, Coca-Cola, Dow Chemical, DuPont, Eastman,

General Electric, Hoechst, IBM, etc. Here, two manufacturing organizations were chosen having the same ERP system. Two organizations were from rubber and apparel industries namely; Loadstar (Pvt) Ltd. and MAS Holdings respectively. Loadstar was a leading tire manufacturer in the world. They adopted several strategies to maximize the productivity of the organizations. Some of them were implementing ERP and lean practices. MAS Holdings was south Asia’s largest apparel group, manufacturing lingerie, active wear and swimwear. The company was the largest user of SAP enterprise resource planning software in Sri Lanka. MAS had been the first Asian apparel plant to use SAP enterprise software. 2.2 Method of data collection A questionnaire used to collect the required data for the research. The questions used in the questionnaire were adopted from relevant prior research. The adopted items were validated and wording changes were made to tailor the instrument to match with an ERP environment. The questionnaire consisted of two main parts. The first part consisted of the items measuring the performance expectancy, effort expectancy, social influence, facilitating conditions, attitude towards system use and symbolic adoption of ERP system. A five-point Liker-type scale was used where 1 strongly disagree, through 3 - neutral to 5 - strongly agree. The second part involved demographic questions designed to solicit information about gender, age, level of education, working position, ERP experience of individuals and the organization and frequently used ERP modules by the users. One open ended question was included to get the comments of users regarding their ERP system. A pilot survey was conducted to verify the various dimensions of the questionnaire such as language used, ease of completing the questionnaire and appropriateness of questions with relevance to usage behavior. Five ERP users at Loadstar were asked to fill in the questionnaire. Feedback was obtained about the clarity, wordings, interpretation, and appropriateness of the questions. The pilot test resulted in several small revisions to the original questionnaire that included rewording of a few items and some items were dropped. Both Soft copies and hard copies of the finalized questionnaire were distributed among 400 SAP users at Loadstar and MAS (Slimline, MAS Design Center Rathmalana, Bodyline, Noyon Lanka, Silueta). Soft

copies were distributed via e-mail. In response, 150 complete questionnaires were received. 2.3 Method of data Analysis After data collecting data, before carrying out further analysis reliability and validity of the questionnaire items were checked using reliability and factor analysis. Later descriptive statistics were used to examine the characteristics of the sample. Then Pearson correlation and regression analysis were performed to test the hypotheses derived using the conceptual model. Here mentioned the hypothesis below, H1 Performance expectancy has positive impact on end-users symbolic adoption of ERP system H1a the influence of performance expectancy on symbolic adoption of ERP systems moderated by gender, such that the effect will be stronger for men H1b the influence of performance expectancy on symbolic adoption of ERP systems moderated by age, such that the effect will be stronger for younger users H2 There is a positive and significant relationship between effort expectancy and symbolic adoption of ERP systems H2a the influence of effort expectancy on symbolic adoption of ERP systems moderated by gender such that the effect will be stronger for women H2b the influence of effort expectancy on symbolic adoption of ERP systems moderated by age such that the effect will be stronger for young users H3 Social influence positively influence the users’ symbolic adoption of ERP H3a the influence of social influence on symbolic adoption will be moderated by gender H3b the influence of social influence on symbolic adoption will be moderated by age; effect will be stronger for younger users H4 Facilitating conditions will have a significant influence on symbolic adoption H4a Gender moderates the effect of perceived usefulness on symbolic adoption H4b Age moderates the effect of perceived usefulness on symbolic adoption H5 Attitude towards use of system significantly influences the symbolic adoption of ERP H5a Gender moderates the effect of perceived usefulness on symbolic adoption H5b Age moderates the effect of perceived usefulness on adoption of ERP H6 There is a significant difference in symbolic adoption of ERP system by mangers and end-users H7 There is a significant difference in perception on factors affecting to ERP acceptance between mangers and end-users

Independent sample-t test was used to determine the differences between responses of managers and endusers. Descriptive and statistical analysis was performed using software package SPSS 16. 3.

RESULTS

3.1 Users’ Perceptions on ERP Acceptance Influencing Factors and Symbolic Adoption The mean value of factors affecting towards ERP acceptance and symbolic adoption clearly showed that user perceptions on some of the factors were very closer to neutral point. Specially, Effort Expectancy, Training, and learn ability. This indicated that user perceptions on those factors were not very positive. Performance Expectancy, attitude towards use of system and facilitating conditions had high mean values indicating the positive opinions of ERP users. Training provided the hands-on experience that allows users of the ERP system to explore the system’s technical and functional capabilities. It allowed the users to obtain first-hand information and experience. It also allowed them to explore the easiness of using the system. Users were aware about the importance of their involvement in achieving the benefits of ERP. At the same time they point out the facilitating conditions which needed to be further improved in order to boost the end-user acceptance of ERP systems. Hence, this study confirmed that managers may undertake initiatives coupled with providing effective training on ERP systems to affect the core technology acceptance variables. Scores given to the variable effort expectancy was also comparatively low. During the discussions held with some of the ERP users, it was found that they feel very difficult to learn how to operate the system. Effort they had to put in order to get the required output was sometimes make them reluctant to use some features available with ERP. In spite of these difficulties with using ERP, users had understood the benefits of using ERP. Most of the users overwhelmed the adoption of ERP systems in their organizations. One of the users pointed the less user friendliness and the issues with job-fit accept of the ERP. They believe still that some of the business processes cannot be handled using ERP. The implementation had successful but had to go long way to make it user friendly and supportive for all important requirements.

3.2 Factors Influencing Acceptance of ERP by End-users The organizations in which this research was conducted have experience of using ERP for several years. But when considering these comments and survey responses, it could be concluded that organization cannot ignore the management of user related issues with ERP at any point of the ERP life cycle. Correlation analysis showed that there was a positive correlation between all the influencing factors and the symbolic adoption. Correlation was stronger for performance expectancy, effort expectancy, facilitating conditions and attitudes towards use of system. Effect of social influence was not very strong. Vankatesh et al (2003) uttered that the effect of social influence was higher only during the early stage of ERP adoption stage. This could be the reason for the insignificance impact of social influence on ERP usage. Some researchers mentioned the importance of considering about the ‘Image’ when studying about technology acceptance in mandatory environment. This research could not derive any conclusions over that matter since image variable was excluded from the analysis due to the issue with validity and reliability aspects. Results of the regression analysis filtered out the independent factors that best predict the symbolic adoption of ERP system by the end-users. This analysis showed the insignificance of both social influence and facilitating conditions in explaining the acceptance of ERP systems. In Vankatesh et al. (2003), Attitude towards use of system took as an indirect measure and found that impact of that is insignificant. In the ERP environment where this study was conducted, effect of attitudes is much stronger. This might be due to the cultural and individual differences in the two environments. Therefore exclusion of variable attitude towards use of system from UTAUT model was arguable; assumption of capturing effect of attitudes from the variables ‘Performance and effort expectancies’ may not be appropriate when studying about acceptance of different IS implementations in different regions. 3.3 Results of Hypotheses Testing Moderation role by gender and age was insignificant on many of the relationships except the moderation effect on relationships between SI and SA, and FC and SA. Some of the moderation roles identified by Venkatesh et al. (2003) were not appeared in this research. Number of females included in the sample was low and female contribution was only about 24%. If we could do the same research with a sample having both males and females equally, results might differ.

3.4 Manager and End-user Perspective of ERP Acceptance ERP systems were very expensive and, therefore, the decision to adopt these technologies was very likely to come from senior managers. End-user involvement in initial decision making process was very minimal. Managers derive the business justification for the ERP systems and then they expect the support of endusers to make it a success. It was important to consider on how that justification was translated to lower level employees so that they feel motivated to go along with the ERP implementation and not resist the changes that will occur, hence the need for greater user involvement than perhaps occurs in other IS implementations. Since there were differences in the role of managers and end-user, in this research it was decided to test whether there were any differences between perception of those two groups on ERP influencing factors and acceptance of ERP systems. Analysis showed that there were statistically significant differences between the two user groups. Due to the less involvement of lower level users in decision making level, it became very difficult to realize the users’ acceptance towards the ERP system. Therefore managers should utilized strategies to get the system ownership by the users. ERP consultants showed the importance of ownership by the users. Therefore it was another area which needs to be studied. 3.5 Validated ERP Acceptance Model It is believed that ERP system ownership by the users was vital in order for the organization to gain the users’ support and acceptance. It didn’t matter what it was implemented. Organizations really needed to build the ownership. Therefore it was essential to get the users’ pro-active involvement throughout ERP life cycle by getting their ideas, comments on ERP related aspects through brain storming sessions, surveys and informal discussions. Research findings showed that users’ perceptions on some of the important ERP influencing factors and symbolic adoption of ERP systems differ significantly among managers and end-users. This difference might be due to several factors; less system ownership by the end-users, ERP knowledge gap, education level, poor communication, etc. ERP acceptance model was developed using stepwise regression analysis. In overall, performance expectancy, effort expectancy and attitude towards use of system described 77.7% of the total variation of end-user acceptance of ERP systems.

This research was conducted two large-scale manufacturing organizations belongs to rubber and apparel industries. Both organizations had total of over 50,000 employees and about more than 4000 SAP ERP users. The sample of this study included 150 respondents was likely sufficient to generalize the findings to similar ERP implementations in manufacturing organizations in Sri Lanka. 4.

DISCUSSION

4.1 Conclusions and Implications Corporate organizations invested a considerable amount of capital and resources in Information Systems (IS), hoping to improve business performance. However, the results of some studies conflicted with this expectation. Further, they point out that an inadequate extent of system usage was the key to the above discrepancy (Jasperson et al., 2005). This behavior was often visible in ERP implemented organizations. Most companies failed to realize the expected benefits. In some organizations ERP implementation was successful but actual realization of the returns of ERP was very poor after the system go-live. One of the main reasons for failures during the post adaptation stage was the poor utilization of the system due to the ERP systems were not being accepted completely by the end-users. This research helped to identify several key factors affecting to acceptance of ERP system at the user level. Thus, study contributed to the research community and ERP management practices. The first objective of the research was to investigate the level of ERP acceptance within ERP implemented manufacturing organizations in Sri Lanka. Findings suggested that level of end-users adoption of ERP system was in a fairly satisfactory level; but not in a high level. Therefore organizations needed to put further effort to increase the adoption of ERP systems by focusing on influencing factors. The second objective was to identify the factors influencing acceptance of ERP systems. In addition, analysis showed that performance expectancy, effort expectancy, social influence, facilitating conditions and attitude towards use of system were positively correlated with symbolic adoption of ERP. Regression analysis confirmed that performance expectancy, effort expectancy, and attitude towards use of are enough to describe the behavior of symbolic adoption of ERP by the end users. Majority of the respondents who participated in this survey had minimum of three years of experience in using ERP. Therefore these findings could be directly used to manage the user expectations of organizations in synthesizing stage (assimilation) ERP life cycle

where organizations actually started benefiting from use of ERP. This could be a reason for showing a low influence of social factors and facilitating conditions in determining the acceptance ERP by the end-users. According to the finding of previous researches, effect of social influence and facilitating conditions were high during the early stage of the ERP implementations, but not during later stages of ERP life cycle. Most of the times after go-live; managers’ concerned on user expectations diminishes with the time. As a result, the majority of the post-adoptive life cycle was without management attention and direction. Therefore organizations should strongly considered reconvening the principals associated with such implementation efforts, after installation, to plan for and to provide the resources for the post-adoptive life cycle. Managing user expectations was one aspect that managers fail to fulfill. They need to get the user involvement in deciding training requirements, customization to ERP system, performance improvements, upgrades, etc. Organizations always should highlight the usefulness of ERP to enhance the performance of their jobs and ease of using the system. Workshops, trainings giving hands on experience would be beneficial to popularize the system among users. Creating a shared belief on the benefits of ERP was essential to create positive attitudes towards ERP systems. According to Venkatesh et al. attitudes was not significant in accepting ERP systems by the end users. But this research found that attitudes play a big role as similar to performance expectancy. Therefore as argued by some other researchers (Nah et al., 2004), eliminating attitudes towards use of system was needed to be reexamine. According to this research, majority of users’ attitude on implementing ERP is positive. User perception on trainings wais neutral; this is an indication to the low level of satisfaction on ERP trainings. Therefore organizations had to consider on revising their training methodologies based on the requirements of users. This research studied about the moderating effect by gender and age. Only gender showed a moderating effect on relationships between social influence and symbolic adoption and facilitating conditions and symbolic adoption. Overall, our results of the gender and age moderating effects were not completely congruent with those reported by some previous studies; e.g. Venkatesh and Morris (2000), Venkatesh et al. (2003), Gaympah (2004), Seymour (2007), etc. The gaps in findings may reinforce the importance of

re-examining a salient theory or model with people of different socio-cultural backgrounds. Knowing about how different user categories (eg, end-users and managers) perceived ERP and how these perceptions affected their adoption rates was important. It helped managers to design more effective ERP implementation and assimilation strategies and offers directions for management intervention. Research focused on finding the differences of managers’ and end-users’ perception on ERP adoption and its influencing factors. It was found that adoption rate among managers was higher than end-users adoption. Users’ rating which indicated the perceptions on ERP influencing factors were also significantly different in some instances (eg, performance expectancy and Attitude towards use of system). Therefore organizations had to adopt different strategies to address issues with these two user groups. This knowledge was also important for ERP vendors who wish to incorporate users’ view to improve their systems by making the systems more users friendly. Improving learnability aspects of the ERP system also helped ERP vendors to attract new business opportunities while gaining a competitive. A model explained the acceptance of ERP systems by users in manufacturing organizations in Sri Lanka was developed and this can be used as a guideline in developing strategies to improve the utilization of ERP systems. The model was tested in manufacturing organizations. Therefore generalizing the findings directly to other industries like, telecommunication, banking, retail, etc should be done carefully. 4.2 Limitations and Future Research Areas Some limitations encountered in this research were first, the sample size was not homogenous; percentage of males included in the sample was considerably higher than the percentage of females. This can influence the results of moderation role of gender. No of managerial level user (40) were also comparatively lower than the number of end-users. This difference could impact on the results of analysis made to find differences between perceptions of managers and end-users on ERP adoption. This inequality limited the robustness of statistical tests. This research was done at a point in time which falls on ERP assimilation stage but not longitudinally. Therefore the research findings might be inapplicable to the early stage of the ERP adoption. A longitudinal study helped to study the changes in attitudes, perception and level of system acceptance with the

time. Future research could be focused on this area. Findings could be directly applied to SAP implemented manufacturing organizations. Although this study was conducted in two large manufacturing organizations, findings should be carefully generalized. Future researches could focus on ERP acceptance in other industries as well. It should be noted that the model variables explained 78 percent of the variance on the symbolic adoption. The remaining 22 percent of the unexplained variance suggests the need for further research to include potential unmeasured variables into the current model. Obviously, there were other factors besides the factors considered such as the nature of the ERP system itself, which affect acceptance of ERP. Acceptance and use of ERP systems had not yet studied in Sri Lankan context. This study was a minor contribution to fill this gap. There were enormous areas, which need to be studied related to ERP acceptance. This research could be extended by researching the impact on ERP acceptance on the organizational and individual ERP usage outcomes.

ACKNOWLEDGEMENTS Many helped me in making this research a success. Guidance and assistance given by my research supervisor Dr. Raj Prasanna is highly appreciated and I am extremely grateful for the support given by him during the research and academic period. I would like to express my gratitude to all the lecturers, academic and nonacademic staff who helped me in numerous ways during the academic period. I would specially like to thank Mr. P. Liyanage, Manager (IS) at Loadstar (Pvt) Ltd. and Gayan Neththikumara (Senior SAP Development Consultant) at MAS (SlimLine) for assisting me with gathering information on ERP systems and data collection from ERP users. I am thankful to the employees at Loadstar and MAS who spent their valuable time on participating in this survey. I would like to thank my immediate Manager Mrs.S. Amaragunasekara for the support given me during this academic period. Finally, I would like to thank my family members and friends for their patience, encouragement, and assistance in making this research a reality. Thank You. Thilochana Ekanayake. REFERENCES Yang Chyan, Su Yi-fen. 2009. The relationship between benefits of ERP systems implementation and its impacts on firm performance of SCM. Journal of Enterprise Information Management 22, no. 6: 722 – 752. http://www.emeraldinsight.com/journals.htm?articl eid=1821839andshow=htmland#idb1 [Accessed August 15, 2011] Akkermans, H.A., Bogerd, P., Yucesan, E. and Van Wassenhove, L.N. 2003. The impact of ERP on supply chain management: exploratory findings from a European Delphi study. European Journal of Operational Research Vol. 146, no.2: 284-301. http://www.insead.edu/facultyresearch/research/doc .cfm?did=46402 [Accessed August 15, 2011] Davenport, T. H. 1998. Putting the enterprise in the enterprise system. Harvard Business Review 76, 121–131. http://www.im.ethz.ch/education/HS08/davenport_ hbr_98.pdf [Accessed August 16, 2011] Nah, F., Zuckweller, K. , and Lau, J. 2003. ERP implementation: Chief Information Officers’ Perceptions of critical success factors. International Journal of Human-Computer Interaction 16, no.1: 5-22. http://web.njit.edu/~jerry/MIS-648/TeamPapers/Nah-2003.pdf [Accessed August 15, 2011] Kamhawi, E. 2007. Critical Factors for Implementation Success of ERP systems: An Empirical Investigation from Bahrain," International Journal of Enterprise Information Systems 3, no.2: 34-49. http://www.emeraldinsight.com/journals.htm?articl eid=1722676&show=html [Accessed August 16, 2011]

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Adoptive Behaviors Associated With It-Enabled Work Systems. MIS Quarterly 29(3): 525-558. http://cscstudentweb.lr.edu/swp/Berg/PhD%20Backgound% 20material%20%20dissortation/Literature_articles/A%20set%20of %20Human%20factors/Post%20Adoptive%20Use %20%20Comprehensive%20Conceptualization.pdf [Accessed August 16, 2011] Venkatesh. V., Morris, M. G., Davis, G. B. and Davis, F. D. 2003. User Acceptance of Information Technology: Towards a Unified View. MIS Quarterly 27, no.3: 425–478 Jasperson, J., Carter, P.F., and Zmud, R.W. 2005. A Comprehensive Conceptualization Of The PostAdoptive Behaviors Associated With It-Enabled Work Systems. MIS Quarterly 29(3): 525-558. http://cscstudentweb.lr.edu/swp/Berg/PhD%20Backgound% 20material%20%20dissortation/Literature_articles/A%20set%20of %20Human%20factors/Post%20Adoptive%20Use %20%20Comprehensive%20Conceptualization.pdf [Accessed August 16, 2011]