Development of the Public Procurement Satisfaction Index (PPSI) Model and Moderating Effect of Unfair Trade Experience

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Key Points

To develop a Public Procurement Satisfaction Index (PPSI) model reflecting service quality from a supplier's perspective and identify the moderating effect of unfair trade experiences.
Survey conducted with 308 suppliers participating in public procurement.
Structural relationships analyzed using PLS-SEM and moderating effects assessed with multiple group analysis.
Dual-weight structure applied for the stability and explanatory power of the PPSI.
Service quality dimensions positively influence customer satisfaction.
Customer satisfaction leads to customer loyalty and public value outcomes.
Unfair trade experience acts as a significant weakening factor in the service quality-customer satisfaction pathway.

Examines service quality impact on customer satisfaction in public procurement, indicating fairness is key for policy success.

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Jae Yul Lee (2026) studied this question.

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