Abstract
E-procurement is a technological system that was introduced for the purpose of increasing efficiency in procurement. Following emergent of this new technology people within the organization (users) had some expectations regarding performance improvement in procurement as compared to the old manual procurement system. In this view, this study aimed at examining users’ perception on the effect of e-procurement practice on customer satisfaction in public procurement. The study adopted explanatory sequential mixed method involving both quantitative and qualitative data that were collected in two different phases. The population of study included user staff working in five selected procuring entities whereby questionnaires were used to collect quantitative data from respondents who were approached by using simple random sampling technique. Also, interview guide was used to collect qualitative data from Heads of Departments whereby the obtained data were analyzed by using content analysis. In order to determine user’s satisfaction on procurement service delivery, data were analyzed in two steps: first, the mean difference between perception and expectation of customers was computed (P-E). The obtained value was divided by total number of items to get index score for each service quality dimension. Then, the index score was divided by the five service quality dimensions to get the overall index score. Second, Binary Logistics Regression Model was applied to estimate the effect of independent variable (Tangibility, Responsiveness, Reliability, Empathy and Assurance) on dependent variable (customer satisfaction). The study concluded that there is a significant relationship between use of e-procurement and increase in customer satisfaction in procurement. Therefore, it is recommended that chief executive officers in public organizations should take e-procurement as a solution to improve service delivery to their customers.
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