The government in Malaysia has fully adopted and developed the applications and practices of
information communication technologies (ICTs) to provide better online services to enhance the
government’s credibility. To understand service quality issues within this new delivery channel, this
paper investigates e-procurement portal/websites through the use of E-Service-Quality (E-S-QUAL)
and E-Recovery Service-Quality (E-RecS-QUAL) scales by employing a questionnaire survey
distributed to 400 respondents. The collected data were analyzed using Smart PLS 3.0 to test the
relationships among efficiency, system availability and privacy, responsiveness, and contact. The
results show that both E-S-QUAL and E-RecS-QUAL strongly influence perceived service quality and
behavioral intentions. In addition, the evidence of perceived service quality in its role as a mediator
was significant. The findings constitute an empirical contribution to the literature on the application
of electronic service quality.
