This study aimed at examining users’ perception on the
effect of e-procurement practice on customer E-procurement is a technological
system that was introduced for the purpose Practice on of increasing efficiency
in procurement. Following emergent of this new technology people within the
organization (users) had some expectations re old manual procurement system.
E-Procurement practices shape customer satisfaction in public procurement
within Tanzania is vital for our community. It tackles the essential task of
modernizing procurement through electronic methods, reflecting a global shift
towards efficiency. By delving into users' perceptions, the study not only aids
successful implementation in the transparent and efficiency-focused public
procurement sphere but also provides valuable insights specific to Tanzania,
contributing to both local and international understanding. 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, qualitative data
collected from Heads of Departments through interview guide were analyzed by
using content analysis in relation to five service quality dimensions. The
dimensions included tangibility, responsiveness, reliability, empathy and
assurance as independent variables that were regressed on customer satisfaction
(dependent variable) that contained Yes and No responses. From the population,
a sample size of 350 respondents were calculated through using Yamane (1967)
formula, 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.
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.
Author(s) Details:
Barnabas Maagi,
Department of Procurement and Supplies Management, Dodoma Campus,
College of Business Education, Dodoma, Tanzania.
Adam
Mwakalobo,
Department
of Procurement and Supplies Management, Dodoma Campus, College of Business
Education, Dodoma, Tanzania.
Please see the link here: https://stm.bookpi.org/AOBMER-V9/article/view/13403
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