Exploratory Study on User Experience (UX) of Public E-Procurement System in Malaysia: A Qualitative Approach

The public e-Procurement system in Malaysia is a crucial component of the e-Government services. Its primary function is to provide a platform for government agencies to efficiently procure goods and services from business users. The user experience (UX) of this e-Procurement system has emerged as a pivotal factor in the success of the broader e-Government digital transformation. Ensuring that the digitalization of the public e-Procurement system aligns with its objectives and delivers a top-tier Government Electronic Procurement System is imperative. This research aims to gain a comprehensive understanding of the UX issues and challenges faced by stakeholders when using the public e-Procurement system. The study employs a qualitative approach, delving into the perspectives and insights of e-Procurement system users. Data from interview sessions involving nine (9) participants have been meticulously interpreted, coded, and subjected to thematic analysis, revealing five distinct dimensions of issues and challenges: usability, performance, operational, quality, and user satisfaction. To address these identified concerns, we proposed several recommendations. Enhancements in system user interface (UI), navigational aspects, system features, performance, and operational aspects are essential to ensure sustained quality and user satisfaction within the e-Procurement system. The study also explores avenues for future work to further refine and augment these improvements.