CRITICAL SUCCESS FACTORS AND INDICATORS OF ENTERPRISE RESOURCE PLANNING IMPLEMENTATION: A MODEL OF ITS IMPACT ON BUSINESS PROCESS INNOVATION FOR THE B2B SERVICE INDUSTRY

This study examines the effects of Critical Success Factors (CSFs) of Enterprise Resource Planning (ERP) Implementation on Critical Success Indicators (CSIs), and the subsequent impact of CSIs on Business Process Innovation (BPI) in the Business-to-Business (B2B) service industry. Using Partial Least Squares Structural Equation Modeling (PLS-SEM), the research investigates how organizational support, human resource capability, and technological capability as CSFs influence system quality, information quality, and service quality as CSIs, and how these indicators drive innovation in business processes. The results reveal that most CSFs significantly affect CSIs, and CSIs positively influence business process innovation, demonstrating the importance of effective ERP implementation in promoting operational and strategic improvements. Anchored in the Technology-Organization-Environment (TOE) framework, the DeLone and McLean Information Systems Success Model,and Business Process Reengineering (BPR) theory, this study contributes to the theoretical understanding of ERP implementation and process innovation in B2B service organizations. The findings provide actionable insights for managers and practitioners to enhance ERP adoption strategies, optimize organizational processes, and foster innovation-driven competitive advantage.