The impact of Enterprise Resource Planning (ERP) on business process outcomes in tourism companies




enterprise resource planning, business processes, tourism, business process outcomes, hotel industry


Enterprise Resource Planning (ERP) is a system that allows managers to predict, plan, control, measure and analyze all resources within the business system. Such systems help companies improve their business, allowing them to create a single database for the realization of various business processes among different areas, such as production, finance, supply chain management, human resources, customer relationship management. Accordingly, the aim of this study is to test the relationship between the use of ERP and business process outcomes in tourism companies. Based on the DeLone and McLean (D&M) theoretical model, the paper identifies the key factors for the successful implementation of ERP systems in tourism companies. Research results show that ERP system quality, ERP information quality, ERP service quality, and external pressures positively influence the perceived usefulness and satisfaction of ERP system users. The organization factor, top management support, perceived usefulness and satisfaction of ERP system users have a positive effect on the outcomes of business processes.


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How to Cite

Milojević, I., & Rejman Petrović, D. (2023). The impact of Enterprise Resource Planning (ERP) on business process outcomes in tourism companies. Hotel and Tourism Management, 11(2), 89–101.



Original Scientific Papers