Journal
INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT
Volume 37, Issue 12, Pages 1741-1772Publisher
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/IJOPM-08-2016-0480
Keywords
Service quality; Mixed methods; Internal service; Replication; E-business technologies; E-procurement quality; Measurement and methodology; Internal customer
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Purpose - Despite significant investment in e-procurement by many organisations, perceived failings in the quality of such technologies and of the support provided to use them - termed here e-procurement quality - continue to generate resistance from internal customers who must assimilate e-procurement into their daily routines. Hence, the purpose of this paper is to advance the understanding of e-procurement quality from an internal customer perspective and to develop, refine, and validate construct measures. Design/methodology/approach - Research was undertaken in the UK and the Netherlands incorporating a literature review, a qualitative study with 58 interviews, a quantitative study with 274 survey respondents, and a replication study with 154 survey respondents. Findings - Analysis reveals that e-procurement quality comprises five universally applicable dimensions: processing, content, usability, professionalism, and training. A sixth dimension, specification, appears to be applicable, but context specific. Originality/value - The study represents one of the most extensive investigations of e-procurement quality to date and is the first to examine its underlying dimensional structure. The multi-item scales developed and validated using a mixed-methods process are suitable for theory building and testing, as well as providing useful diagnostic value to practitioners.
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