The impact of user‐perceived e‐procurement quality on system and contract compliance

Purpose – Whilst e‐procurement has significant potential to reduce the purchasing costs of an organisation, the realisation of these savings requires user compliance. The purpose of this paper is to examine the extent to which user‐perceived e‐procurement quality (EPQ) (operationalised through the dimensions of professionalism, processing, training, specification, content, and usability) influences both system and contract compliance. Design/methodology/approach – User perceptions of EPQ were examined in four UK organisations using survey data from 274 respondents. Findings – Strong evidence was found of a positive relationship between user‐perceived EPQ and both system and contract compliance. System compliance was most strongly influenced by professionalism and content dimensions, whilst contract compliance was most strongly influenced by processing, specification, and content dimensions. Research limitations/implications – Data were collected from e‐procurement users in four organisations, which may limit the extent to which findings can be generalised. Practical implications – User perceptions of e‐procurement provision significantly influence system and contract adoption. Practitioners should pay attention to management of different dimensions of perceived quality as they may have different effects on both contract and system compliance. Originality/value – This paper is the first to empirically assess the relationship between user‐perceived EPQ and compliance. Its findings challenge the assumption that the monopolistic dynamics common within internal services, such as e‐procurement provision, are sufficient to ensure compliance. Dissatisfied individuals invariably find ways to circumvent mandatory systems and contracts.