Gap Analysis E-Procurement Satisfaction Service Quality Index Through Internal and External Survey Using E-Service Quality Model

DOI

10.2991/aebmr.k.210831.135How to use a DOI?

Keywords

E-Procurement, Service Quality Index, Internal & External Survey, E-Service Quality Model

Abstract

The smooth running of bank business activities is closely related to the process of procuring goods / services. Good and quality service will improve the image of the goods / services procurement department in carrying out its duties and responsibilities. Therefore, it is need the Measurement of the level of service satisfaction to determine the quality of service that has been provided. The purpose of this research is to determine the distribution of user satisfaction based on five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, empathy with two indicators, namely reality and expectations, as well as knowing the things that hinder the procurement process. The data were collected by using two types of questionnaires with a population of internal and external parties. The sampling method used was carried out by simple random sampling. Overall, all respondents expressed satisfaction with the services provided, but there were several things that need to be improved. The results of the research on the external side showed that there was a huge gap in the aspect of completeness of the electronic pre-tender process of 6.50%. In the other hand, the internal side found that the biggest gap was the aspect of tender planning, namely 9.67%. The dimension that needs to be a priority as a step to improve service quality so as to reduce the gap that occurs was the assurance dimension from the external side and the internal responsiveness.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Rahadian Agus Hamdani
PY  - 2021
DA  - 2021/09/02
TI  - Gap Analysis E-Procurement Satisfaction Service Quality Index Through Internal and External Survey Using E-Service Quality Model
BT  - Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020)
PB  - Atlantis Press
SP  - 709
EP  - 714
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.210831.135
DO  - 10.2991/aebmr.k.210831.135
ID  - Hamdani2021
ER  -