E-procurement quality from an internal customer perspective: Construct development, refinement, and replication using a mixed methods approach

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 our 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 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.