Factors that influence the satisfaction level of e-procurement users: a moderating effect of transparency
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Date
2010
Authors
Mohamed Yusof, Khairusany
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Abstract
By policy or practice, the increasing numbers of Government Department in Malaysia are
mandating the use of information technology (IT) to administer and deliver service to
public. Many Government Departments achieve, or expect to achieve, enhanced
procurement service and productivity by using advance technologies in eP. The research
community relies increasingly on eP-enabler users that massively registered to equip with
the system. The effectiveness of the public delivering service regarding procurement is a
relevant topic of discussion among the clients. Taking into consideration the gap in the
literature, a study has been carried out on satisfaction level of the eP users and the
moderating effect of transparency in the public service delivery. Penang State
Government has been chosen as the research sample of this study. The interrelated factors
between the system features and the ethic of human being in using the eP system are the
framework of this research. Therefore, this research will focus on system quality, service
quality, information quality, web design quality and the transparency element as the
moderating effect towards satisfaction level among the users. In brief, the findings from
this study revealed: (1) the factors that influence the satisfaction level of the eP users; and
(2) the moderating effect of transparency as one of the ethical issues in the business of the
day. Both the influencing factors and the moderating effect could become significant or
other wise to the public delivery system, depending on the results. The results will
suggest some developing relevant ‘value-added’ features of eP to enhance the
Government’s delivery system in the future.
Description
Keywords
Business Administration , e-Procurement