ERP Success in the SMEs: The Perspectives of Service Quality and Social Cognitive Theory

Since the service-oriented ERP systems have become essential to SMEs, the service quality of IS characteristics and the user’s internal expectations are considered the key factors of ERP success. With the purpose of understanding how service quality influences user’s satisfaction through psychological constructs, based on the Social Cognitive Theory and the framework of D&M IS Success Model, this study starts from the point of service quality to create a conceptual research model. The model and relevant hypotheses are tested in a survey of 205 Taiwan SMEs with the ERP system. The results show that the most significant linkages between service quality and psychological factors are tangibles and personal outcome expectations, responsiveness and assurance and performance outcome expectations, and tangibles and performance outcome expectations. Nevertheless, only the construct of responsiveness and assurance has a significant positive correlation with computer selfefficacy. It is suggested that the model provides fruitful implications for both academia and practical world.