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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Niel Agrisman Barus, Iskandar Muda, Sambas Ade Kesuma
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DOI:10.17265/1548-6583/2025.03.002
Universitas Sumatera Utara, Medan, Indonesia
Enterprise Resource Planning (ERP) systems play a pivotal role in modern organizations by integrating business processes, enhancing operational efficiency, and supporting decision-making. Evaluating the success of ERP implementations remains a critical challenge for both researchers and practitioners. The DeLone & McLean (D&M) Information Systems (IS) Success Model has been widely adopted as a theoretical framework to assess ERP success, yet its application in dynamic and evolving technological landscapes requires further examination. This systematic review synthesizes empirical studies from 2017 to 2024 that apply the D&M Model to evaluate ERP system success. The study aims to: (1) identify key trends in the application of the D&M Model across different organizational and technological contexts, (2) analyze the most influential success factors—system quality, information quality, service quality, user satisfaction, use, and net benefits—and their interrelationships, and (3) highlight emerging challenges and opportunities for refining the model in ERP research. Findings reveal that while the D&M Model provides a robust foundation for assessing ERP success, contextual factors such as organizational climate, leadership support, and mandatory vs. voluntary usage significantly influence outcomes. Additionally, advancements in digital transformation, AI, and cloud-based ERP systems introduce new dimensions that the traditional model may not fully capture. The review also identifies gaps in longitudinal studies and cross-cultural validations of the D&M Model in ERP settings. Based on the analysis, this paper proposes an enhanced framework that integrates dynamic moderators and post-implementation metrics to better align the D&M Model with contemporary ERP environments. The study contributes to IS literature by offering a comprehensive evaluation of the D&M Model’s applicability and limitations in ERP research, while providing actionable insights for organizations seeking to optimize ERP success.
DeLone & McLean model, ERP success, information systems, systematic review, organizational performance, digital transformation
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