Adoption of SAP Business One CRM in SMEs: Empirical Evidence from the Parsimony of the TAM Model

Abstract

This study analyzes the adoption of the SAP Business One CRM module in an SME, employing the parsimony of the Technology Acceptance Model (TAM). Through a quantitative analysis (PLS-SEM) involving 132 employees, the results demonstrate that Perceived Ease of Use significantly predicts Perceived Usefulness. However, Attitude Toward Using emerges as the main determinant of Intention to Use. It is concluded that, to mitigate technological underutilization, organizations must prioritize the design of interfaces that reduce cognitive load and implement strategies aimed at strengthening users' affective disposition and intrinsic motivation.