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

Hyeon Jo ()
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Hyeon Jo: Department of Strategic Planning, RealSecu

Journal of the Knowledge Economy, 2023, vol. 14, issue 3, No 4, 2138-2155

Abstract: 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.

Keywords: ERP; Loyalty; Satisfaction; Flow; ICT skill; Perceived usefulness; Perceived enjoyment; Perceived ease of use (search for similar items in EconPapers)
Date: 2023
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DOI: 10.1007/s13132-022-00981-4

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