Igor Milojević, Dragana Rejman Petrović, Marina Milanovic, Bojan Leković, Marko Slavković
This study proposes an integrative model that combines technological factors and top management support to examine their impact on successful ERP implementation and its direct effect on the efficiency, effectiveness, and flexibility of business processes in the context of firms operating in Serbia. Employing the Technology–Organization–Environment (TOE) framework, this research analyzes data collected from 123 managers using a structured questionnaire and Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that technological complexity positively affects ERP implementation success, contrary to common assumptions that complexity is a barrier. Technological compatibility and readiness show no direct significant effects but demonstrate conditional influences when moderated by top management support. Top management involvement significantly moderates the relationship between technological factors and ERP success, with balanced managerial engagement being critical to avoid potential negative impacts of over-control in complex projects. Moreover, ERP implementation significantly enhances operational efficiency, effectiveness, and flexibility. This study concludes that ERP success depends on the interplay between technological attributes and well-balanced leadership support, emphasizing the need for holistic management of technology, people, and processes. These insights contribute to theoretical understanding and practical guidance for organizations aiming to optimize ERP outcomes and operational performance.