Assessing the effects of electronic procurement on customer service satisfaction in Uganda Revenue Authority

Abstract

The study sought to assess the effects of electronic procurement on customer service satisfaction in Uganda Revenue Authority. It was guided by three specific objectives which included; (i) To examine the relationship between electronic procurement andcustomer service satisfaction in URA, (ii) To establish the benefits of electronic procurement at URA and (iii) To determine the challenges that affect URA’s implementation and use of e-procurement while providing services. The study adopted a descriptive research design that relied heavily on quantitative approach. Quantitative technique involves the use of both numerical data and discrete variables to get the respondents level of understanding about the topic under study. The preference for this design was because it collects information from a random sample that has been drawn from different categories of the population at a point in time. This was applied on a study population of 100 yielding a sample size of 80 respondents using questionnaires where purposive and simple random sampling techniques were used to reach the respondents. The study revealed that tenders are awarded through electronic procurement which is associated with advantages such as reducing costs, improving efficiency, improving on the working relationship, reducing corruption. Based on the regression results, there is a relationship between e-procurement and customers service satisfaction since E-procurement accounted for 74.6% variation in customer service satisfaction at URA. This is indicated by an adjusted R-square value of 0.746. The regression results show that R was 0.831 showing a positive relationship between variables. The study revealed that lack of supplier involvement and poor knowledge on Informational Technology were the major challenges affecting the implementation and use of electronic procurement. The study recommended that Uganda Revenue Authority should train and equip its staff with technical skills and knowledge as well as creating awareness to service providers about electronic procurement.