A study of user switching intention for ERP systems based on push-pull-mooring model: Focusing on the important role of information quality for users

Abstract

Enterprise resource planning (ERP) systems have become indispensable within companies due to their substantial functions and benefits. With a plethora of ERP systems available in the market, management is offered a broad array of options. This paper endeavours to identify the determinants influencing the switching intention of ERP users. Utilizing a conceptual model that adapts the push-pull-mooring paradigm, we seek to construct a formation mechanism of switching intention. Through structural equation modeling conducted on data collected from 236 users, our study uncovers several key findings. The study indicates that system quality, information quality, and top management support exert considerable influence on switching intention via satisfaction. Notably, we found that user satisfaction has a negative impact on switching intention. Our analysis also reveals that alternative attractiveness significantly determines switching intention. These findings provide valuable insights for organizations and ERP vendors to better understand user behaviour and to strategically manage user retention and switching decisions.