USER ADOPTION CHALLENGES IN ERP IMPLEMENTATIONS: WHY EMPLOYEES RESIST CHANGE

This thesis examines the factors influencing ERP user adoption and employee resistance, with a focus on differences across ERP acquisition stages and service models. The study combines quantitative survey data and qualitative interview insights to provide a comprehensive understanding of user behaviour during ERP implementation. The results indicate that management participation does not have a statistically significant effect on resistance, while user involvement shows a weak positive relationship with satisfaction. In addition, resistance is highest during the implementation phase, highlighting the importance of stage-specific dynamics. Overall, the findings suggest that ERP adoption is shaped more by operational support, system reliability, and the quality of user involvement than by structural characteristics such as the ERP deployment model.