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The purpose of this paper is to propose an enterprise resource planning (ERP) implementation model based on the agency theory and the Delone and McLean information systems (IS) success model. This paper answers two major research questions: (i) how does client–consultant interaction affect the outcome of ERP implementation projects; and (ii) how can this interaction be managed effectively to ensure successful project outcomes?

An electronic banking institution in Africa was used to conduct a case study research and examine the validity of the proposed conceptual framework.

Based on the constructs of the conceptual framework, the study found that client–consultant relationships/interactions mediate the effect of human, organizational, and technological critical success factors (CSFs) on information quality, service quality, and information quality. Agency …