erp vendor selection

Decision Support Systems 50 (2011) 480–490

Contents lists available at ScienceDirect

Decision Support Systems j o u r n a l h o m e p a g e : w w w. e l s ev i e r. c o m / l o c a t e / d s s

An empirical investigation of the impacts of internal/external facilitators on the project success of ERP: A structural equation model
Wen-Hsien Tsai a,⁎, Michael J. Shaw b, Yi-Wen Fan c, Jau-Yang Liu d, Kuen-Chang Lee a, Hui-Chiao Chen a a Department of Business Administration, National Central University, Jhongli, Taoyuan 32001, Taiwan
Department of Business Administration, University of Illinois at Urbana-Champaign, Champaign, IL 61820, USA
Department of Information Management, National Central University, Jhongli, Taoyuan 32001, Taiwan d Department of Accounting, Chinese Culture University, Yang-Ming-Shan, Taipei 11192, Taiwan b c

a r t i c l e

i n f o

Article history:
Received 30 January 2010
Received in revised form 20 August 2010
Accepted 3 November 2010
Available online 7 November 2010
Keywords:
Enterprise resource planning (ERP)
SERVQUAL
Project management (PM)
Information systems success
System performance
System vendor
Implementation consultant

a b s t r a c t
In recent years many companies have improved their business performance and competitive position by implementation of enterprise resource planning (ERP) systems. This study goes beyond the boundaries of an individual organization to develop an integrated framework for successful implementation of ERP systems.
We also discuss the internal/external facilitators which make this possible. Meanwhile, the authors utilize the
SERVQUAL instrument, project management and information systems success theory in our empirically investigation of the roles and interdependent relationships of system vendors, consultants, project management and system performance, based on existing measures suitable for this study. The results reveal a significant causal relationship

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