E-Procurement Adoption and Public Sector Service Performance: The Moderating Effect of Citizen Expectations and Digital Infrastructure

Abstract

The adoption of e-procurement in the public sector is increasingly recognized as a pivotal factor in improving service performance. However, the precise nature of the relationship between e-procurement adoption and public sector service performance remains inadequately understood, particularly considering the moderating influences of citizen expectations and digital infrastructure. Procurement plays a crucial role in the performance of institutions and serves as a strategic avenue for fostering organizational growth. This study therefore seeks to examine the relationship between e-procurement adoption and public sector service performance: the moderating effect of citizen expectations and digital infrastructure. An explanatory research design was employed where purposive sampling techniques was used to obtain a sample size of 384. The findings of the study the study indicate that e-procurement adoption has no significant effect on public service delivery performance. The study establishes that digital infrastructure has significant positive influence on e-procurement adoption. The findings of the study concluded that digital infrastructure does not moderates the relationship between e-procurement adoption and public service delivery performance. Citizen expectation significantly and positively moderates the relationship between e-procurement adoption and public service delivery performance. E-procurement adoption does not mediate the relationship between digital infrastructure and public sector delivery service performance. The study recommends that organizations are to establish regular channels for citizen feedback and engagement, such as surveys, focus groups, and public forums, to gather insights on their expectations and experiences with public services. Companies are to design e-procurement systems with a user-centric approach, ensuring that they meet the needs and preferences of citizens. Organizations are to conduct public awareness campaigns to educate citizens about the benefits and functionalities of e-procurement systems, highlighting how these systems can improve service delivery. Organizations are to establish performance metrics that reflect citizen expectations and satisfaction levels, and regularly monitor these metrics to assess the impact of e-procurement adoption on service delivery.

Keywords: E-Procurement Adoption, Public Sector Service Performance, Citizen Expectations, Digital Infrastructure