User Satisfaction of E-government Procurement Systems in Developing Countries: An Empirical Research in Indonesia

An electronic-procurement system becomes important for governments to make their procurement procedures more efficient, effective, and transparent in order to decrease cost, corruption, and abuse of public resource, particularly in developing countries. However, the literature on the e-procurement system has been developed in a lop-sided manner. Many studies have been focused on the supply (government’s) perspective in developed countries using a case study method. To fill this gap, this paper studies an eprocurement system that the Indonesian government provides in the demand (vendor’s) perspective using a quantitative data (the survey of 49-vendor) analysis. Particularly, this research concentrates on how multi-dimension service convenience and performance failure of the e-procurement system are related to user satisfaction through positive and negative disconfirmation constructs. Perceived benefit convenience and information failure among other factors in service convenience and performance failure are the most significant factors that are positively and negatively related to user satisfaction, respectively.