Role of Vendor Responsiveness, Information Quality, and Trust in Indian Public Sector Procurement through Government e-Marketplace

Abstract

Digital public procurement platforms are argued to improve transparency, cost efficiency, and purchase administration. Prior literature has examined the user behaviour vis a vis software implementation and success. This study examines the role of outside vendors and information exchange, taking an ecosystem approach of technological infrastructure efficiency.

This study investigates the interaction between quality of information provided (IQ) by and responsiveness (RESP) of vendor, trust (TR), user satisfaction (US), Perceived Process Performance (PP), and Behavioural Intention (BI) in the context of Indian Public Sector Undertaking (PSU). Data is collected from procurement officers (n=91) operating on India’s Government e-Marketplace (GeM) in various PSUs. This study is based on the DeLone and McLean Information Systems Success Model (Delone & McLean, 2003), Service Quality (SERVQUAL), and Unified Theory of Acceptance and Use of Technology ( UTAUT). The study develops a structural model using Partial Least Squares Structural Equation Modeling (PLS-SEM) to empirically test different propositions.