Analysis of Electronic Goods/Services Procurement Services at the Goods/Services Procurement Bureau of the Regional Secretariat of East Java Province

Setiawan Edi; Amirul Mustofa; Ulul Albab

doi:10.55927/ijis.v4i12.757

Authors

Setiawan Edi Dr. Soetomo University
Amirul Mustofa Dr. Soetomo University
Ulul Albab Dr. Soetomo University

DOI:

https://doi.org/10.55927/ijis.v4i12.757

Keywords:

Service Quality, Procurement of Goods/Services, E-Procurement, SERVQUAL, Procurement Bureau

Abstract

This study aims to analyze the quality of goods/services procurement services at the Goods/Services Procurement Bureau of the Regional Secretariat of East Java Province, both in terms of conventional procurement services and the application of electronic systems (E-Procurement). This study uses a descriptive qualitative approach, with data obtained through document studies, observations, and interviews with apparatus and goods/service providers. The results of the study show that in general, the East Java Provincial Goods/Services Procurement Bureau has shown significant progress in the implementation of electronic-based procurement services, although it still faces several technical and institutional obstacles. In the tangible dimension, digital infrastructure such as existing systems and facilities needs to be strengthened through the modernization of servers and networks. In the reliability dimension, the bureau has implemented good SOPs, but service reliability is still affected by human resource limitations and system disruptions. The responsiveness dimension shows that there are efforts to increase responsiveness through the helpdesk, but the speed of handling problems is still not optimal. Meanwhile, the assurance dimension shows good legal guarantees and digital documentation, although the transparency of tender evaluation results still needs to be improved. Finally, the empathy dimension shows the bureau's commitment to supporting local business actors through technical guidance and mentoring, but this activity has not been sustainable. Overall, this study concludes that the quality of electronic-based goods/services procurement services in East Java Province has been running well, but still requires strengthening infrastructure, developing human resource competencies, increasing public transparency, and optimizing digital service systems. The results of this study are expected to be a policy reference in improving the quality of public services and strengthening efficient, transparent, and fair procurement governance.

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