Proceeding of Annual South East Asian International Seminar (ASAIS) 2012 ISSN :2302-786X

The Influence of e-Procurement Service Quality to the satisfaction of the Providers of Goods/Services at Surabaya City Government

Sulistiowati¹⁾  Marya Mujayana²⁾

1) Program Studi/Jurusan Sistem Informasi, STIKOM Surabaya, email: sulist@dinamika.ac.id

2) Program Studi/Jurusan Komputerisasi Perkantoran dan Kesekretariatan, STIKOM Surabaya, email: ana@dinamika.ac.id

Abstract :

e-Procurement of goods/services applied by Surabaya City Government is a system of procurement of goods/services which is conducted electronically, by using communication and information technology facilities, and the application system and service electronic procurement. At the moment,  Surabaya City Government needs to know if the procurement service system which is done is capable to satisfy the providers of the goods and services of Surabaya City Government. Therefore the purpose of this research is assessing the subject by analyzing the influence of service  quality to the satisfaction of the providers of goods/services.

By giving 60 questionnaires to the respondents, in this case the providers of goods/services, and by using multiple linear regression analysis, it is obtained  that any increases in the tangibles, assurance and empathy indicators of the service quality can increase Customer Satisfaction the goods/services provider for the Surabaya City Government.

Keywords: e-procurement, service quality, the satisfaction of the providers of goods/services, multiple linear regression analysis.

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The Influence of e-Procurement Service Quality to the satisfaction of the Providers of GoodsServices at Surabaya City Government