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<p>The e-commerce research on e-service quality has primarily focused on e-retailing platforms (B2C) like Amazon, eBay, Flipkart etc. Public procurement portals (B2G), which are inherently different from e-retailing e-commerce platforms, have received little attention despite being key areas. The present study makes an effort to conduct a thorough analysis of the existing e-service quality literature across various industries to identify the important e-service quality factors in the context of public procurement portals. This research attempts to analyze the key methodological issues involved in the development of existing e-service quality scales to provide valuable insights and implications for public procurement platforms. Research studies that aimed at developing an instrument for assessing e-service quality were gathered from well-known databases and search engines such as Google Scholar, ScienceDirect, Sage, Springer Nature, Emerald etc. The results show that besides the core dimensions of e-service quality like website design, fulfilment, customer services, privacy, and security; other specific dimensions like registration process, training availability, incident mechanism, and supplier efficiency need to be included while evaluating the e-service quality of public e-procurement portals. The methodological concerns surrounding the creation of e-service quality scales, including methods of research, research context, the structure of the e-service quality construct, formative and reflective conceptualization, and the predictive validity of the existing scales were also highlighted. Finally, the paper concludes with a discussion on the key findings, implications and outlines potential directions for future research.</p>

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Optimizing e-service quality in public procurement platforms: a comprehensive literature review, bridging gaps and addressing key challenges

  • 期刊论文

  • 发表日期：

    2026年4月29日

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  • Rouf Ahmad Mir,
  • Rameez Raja,
  • Imtiyaz Ahmad Gull,
  • Nida Tahir

摘要

The e-commerce research on e-service quality has primarily focused on e-retailing platforms (B2C) like Amazon, eBay, Flipkart etc. Public procurement portals (B2G), which are inherently different from e-retailing e-commerce platforms, have received little attention despite being key areas. The present study makes an effort to conduct a thorough analysis of the existing e-service quality literature across various industries to identify the important e-service quality factors in the context of public procurement portals. This research attempts to analyze the key methodological issues involved in the development of existing e-service quality scales to provide valuable insights and implications for public procurement platforms. Research studies that aimed at developing an instrument for assessing e-service quality were gathered from well-known databases and search engines such as Google Scholar, ScienceDirect, Sage, Springer Nature, Emerald etc. The results show that besides the core dimensions of e-service quality like website design, fulfilment, customer services, privacy, and security; other specific dimensions like registration process, training availability, incident mechanism, and supplier efficiency need to be included while evaluating the e-service quality of public e-procurement portals. The methodological concerns surrounding the creation of e-service quality scales, including methods of research, research context, the structure of the e-service quality construct, formative and reflective conceptualization, and the predictive validity of the existing scales were also highlighted. Finally, the paper concludes with a discussion on the key findings, implications and outlines potential directions for future research.