Analysis on major factors affecting intention level to renew maintenance contract -Focused on foreign ERP software

Abstract

Many companies are introducing and using ERP software as part of sustainable innovative strategy and competitiveness improvement through internal resource management efficiency and visibility. It is studied which the major factor affects the intention level to renew ERP software maintenance service contract of the companies using ERP. Through precedent research, performance risk, time delay risk, and psychological anxiety risks are extracted as properties of push factors based on the theory of migration, reliability, responsiveness, and assurance of SERVQUAL are extracted as properties of pull factors, and the price level is extracted as properties of mooring factors. A proposal analysis model of major factors affecting intention level to renew maintenance service through perceived usefulness of maintenance service is suggested This study has meaningful that the major factor affecting intention level to renew maintenance service could understand and an empirical foundation for future maintenance service program, service enhancement, and maintenance service business model development of ERP vender is provided based on the result of the study. © 2018 SERSC Australia.