GAP ANALYSIS E-PROCUREMENT SATISFACTION SERVICE QUALITY INDEX THROUGH INTERNAL AND EXTERNAL SURVEY USING E-SERVICE QUALITY MODEL Rahadian A. Hamdani
Universitas Pendidikan Indonesia, Department of Management, Bandung, Indonesia
Abstract
The smooth operation of bank business is closely related to the process of goods / service procurement. Good and quality services will improve the image of the procurement of goods / services in carrying out their duties and responsibilities. Measurement of the level of service satisfaction to determine the quality of service that has been provided so far needs to be done. The purpose of the research compiled is to determine the distribution of user satisfaction based on five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, empathy with two indicators namely reality and expectations, as well as knowing things that hinder the procurement process. Data is collected using two types of questionnaires with a population of internal parties and external parties. The sampling method is done by simple random sampling. Overall, all respondents expressed satisfaction with the services provided, but there were a number of things that needed to be improved. The results of the study on the external side contained a very large gap in the aspect of the completeness of the electronic pre-tender process by 6.50%, while from the internal side, the largest gap was the aspect of tender planning, which was 9.67%. Dimensions that need to be prioritized as a step to improve service quality so that the gap that occurs is the assurance dimension from the external side and responsiveness from the internal side.
Keywords: E-Procurement, Service Quality Index, Internal & External Survey, E-Service Quality Model
