E-Procurement Service Quality in Malaysia
Sharifah Latifah binti Syed A. Kadir;
(Management Research Center (MRC) Department of Management, Faculty of Economics, University of Indonesia and Philip Kotler Center, 2016)
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| The government in Malaysia has fully adopted and developed the applications and practices ofinformation communication technologies (ICTs) to provide better online services to enhance thegovernment’s credibility. To understand service quality issues within this new delivery channel, thispaper 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 surveydistributed to 400 respondents. The collected data were analyzed using Smart PLS 3.0 to test therelationships among efficiency, system availability and privacy, responsiveness, and contact. Theresults show that both E-S-QUAL and E-RecS-QUAL strongly influence perceived service quality andbehavioral intentions. In addition, the evidence of perceived service quality in its role as a mediatorwas significant. The findings constitute an empirical contribution to the literature on the applicationof electronic service quality. |
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| Penerbitan : | [Place of publication not identified]: Management Research Center (MRC) Department of Management, Faculty of Economics, University of Indonesia and Philip Kotler Center, 2016 |
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| ISSN : | 23562242 |
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| Volume : | Vol. 8, No. 2, 2016: Hal. 116-127 |
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| Akses Elektronik : | http://journal.ui.ac.id/index.php/amj/article/view/7325 |
| Institusi Pemilik : | Universitas Indonesia |
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