Managing Implementation of the ERP Systems: The Importance of Technical and Consultant Support

Abstract

Although the first adoptions of ERP systems in Morocco date back to at least the mid-1990s, the literature on ERP implementation is very scarce. It mainly addresses the topic of critical success elements for businesses implementing ERP systems. Indeed, a major problem that may cause the failure of ERP systems implementation is the non-acceptance of these systems by the users. Research on ERP implementation success and acceptance has attracted much interest in the information system field. While this study is very rare in developing countries, this paper proposes to fill this gap in the literature by exploring the important antecedents of users’ intention to use ERP systems. This research aims to explore whether the use of consultants and end-user technical assistance are important antecedents of end-user acceptance of ERP systems and to examine the mediating effect of perceived ease of use and perceived usefulness on the intention to use ERP systems. Using a longitudinal survey that was administered both via email and social networks to all persons willing to participate in the study, data from a matched sample of 284 end users across a range of Moroccan organization that uses the ERP system was analyzed. The authors examined the relationships between consultant support, technical support, and end users’ acceptance of ERP information systems. PLS structural equation modeling (SEM-PLS) analyses indicated a significant direct effect of perceived usefulness on the intention to use ERP. Technical support also strongly and significantly affected perceived ease of use. Perceived ease of use and perceived usefulness mediated the relationship between technical support, consultant support, and the intention to use ERP systems. The present empirical study supports the hypotheses of the TAM model. The three main constructs of the model, namely perceived ease of use, perceived usefulness, and intention of use, are significant with ERP technology in the Moroccan context. This study shows the importance of end-user technical assistance and support from consultants in successfully implementing ERP systems.