Learning to use ERP technology: a causal model

The premise of this paper is that the technically successful implementation of a complex IT does not always result in its effective use. Through the analysis of case study data related to an ERP implementation within a public organization, a causal model is proposed. This model, inductively developed, reveals key factors leading to the construct of "quality of use." It suggests that the inclusion of factors relating to learning allows to better understand why "quality of use" may vary among individual users. More specifically, factors affecting formal and informal training, and their impact on the extent of learning, are emphasized.