Vendor Satisfaction in E-Procurement: The Roles of System Quality, Service Quality, Transparency, and Trust

Farah Nabilla Putri; Sri Setyo Iriani; Sanaji Sanaji

doi:10.61255/jeemba.v4i5.1420

Authors

Farah Nabilla Putri Universitas Negeri Surabaya, Indonesia
Sri Setyo Iriani Universitas Negeri Surabaya, Indonesia
Sanaji Universitas Negeri Surabaya, Indonesia

DOI:

https://doi.org/10.61255/jeemba.v4i5.1420

Keywords:

Vendor Satisfaction, System Quality, Service Quality, Transparency, Trust

Abstract

Purpose – Evaluating vendor satisfaction is increasingly important because it supports the sustainability of the partnership relationship and the achievement of the company’s Key Performance Indicators (KPIs). However, measurement of vendor satisfaction in SMARTGEP remains limited, so it cannot provide a comprehensive picture of the factors affecting it. Therefore, this study aims to analyze how system quality, service quality, and transparency shape vendor satisfaction through trust in the SMARTGEP e-procurement system.

Design/methodology/approach – This study uses a quantitative approach, collecting data from 108 respondents via an online survey distributed to SMARTGEP user vendors. The data were analyzed using the PLS-SEM method.

Finding/Results – The results showed that six of the seven proposed hypotheses were significantly supported, while one hypothesis, namely the influence of system quality on vendor satisfaction, was not found to be significant. In addition, this study identified three indirect influences on vendor satisfaction, with trust as a mediator.

Originality/Value – Provide insights for improving vendor satisfaction in digital procurement systems.

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