Adoption of SAP Business One CRM in SMEs: Empirical Evidence from the Parsimony of the TAM Model (#2206)
Read ArticleDate of Conference
July 15-17, 2026
Published In
"Engineering without Borders: Artificial Intelligence, Knowledge, Innovation, and Alliances for a Future from the Americas"
Location of Conference
Santiago (Chile)
Authors
Luque Ushca, Alexander Emmanuel
García Loor, Melannie Paola
Campoverde Aguirre, Ronald Enrique
Baldeón Zapata, Maritza Elizabeth
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.