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Key Factors Influencing Loyalty and Satisfaction Toward ERP: Mediating Role of Flow

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Abstract

This study investigates the key determinants of users’ loyalty and satisfaction in the context of enterprise resource planning (ERP). The theoretical framework identifies the role of flow and information and communications technology (ICT) skills in developing loyalty and satisfaction of ERP users. A partial least squares (PLS) was used to validate the research model based on a sample of 232 ERP users. The research results show that satisfaction plays a key role in increasing the level of loyalty. Flow affects both loyalty and satisfaction. The findings indicate that ICT skill has a positive impact on both loyalty and satisfaction. Perceived usefulness, perceived ease of use, and perceived enjoyment were found to significantly determine the flow. The results reveal that perceived ease of use strongly influences both perceived usefulness and perceived enjoyment. Several implications for research and practice are described.

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  1. Department of Strategic Planning, RealSecu, 60 Centum buk-daero, Haeundae-gu, Busan, 48059, South Korea

    Hyeon Jo

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Appendix. Lists of Measurement Items

Appendix. Lists of Measurement Items

Loyalty is derived from (Daud et al., 2018).

LYT1: I will continue to use ERP.

LYT2: I am willing to refer ERP to other people.

LYT3: I will recommend ERP to other people.

Satisfaction is derived from Russell-Bennett et al. (2007).

SAT1: I am fully satisfied with the current ERP.

SAT2: When I have experienced unforeseen or critical situations, ERP has satisfactorily managed these.

SAT3: This ERP meets my pre-use expectations.

Flow is derived from Matute-Vallejo and Melero-Polo (2019).

FLW1: My interest was focused on only ERP.

FLW2: I feel I am in flow while I am using the ERP.

FLW3: Most of the time when I was using the ERP, I felt absorbed and focused on it.

ICT skill is derived from Lin and Lin (2008).

ISK1: I am generally aware of the functions of ERP.

ISK2: I am well trained in ERP.

ISK3: I am supported by specialized or knowledgeable personnel for ERP.

Perceived usefulness is derived from Davis (1989).

PUS1: Using ERP helps me accomplish things more quickly.

PUS2: Using ERP increases my productivity.

PUS3: Using ERP increases the quality of output for the same amount of effort.

Perceived ease of use is derived from Davis (1989).

PEOU1: Learning how to use ERP is easy for me.

PEOU2: It is easy for me to become skillful at using ERP.

PEOU3: Overall, using ERP is easy for me.

Perceived enjoyment is derived from Davis et al. (1992).

PEN1: Using ERP is pleasurable.

PEN2: Overall, using ERP is interesting.

PEN3: Using ERP provides me with enjoyment.

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Jo, H. Key Factors Influencing Loyalty and Satisfaction Toward ERP: Mediating Role of Flow. J Knowl Econ 14, 2138–2155 (2023). https://doi.org/10.1007/s13132-022-00981-4

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