The mediating effect of cross-functional coordination on the link between procurement interpersonal skills and user satisfaction in public procurement

Abstract

The current study examines the relationship between interpersonal skills and user satisfaction that is mediated by the effect of cross-functional coordination. Data was collected by using a structured questionnaire administered to 177 heads of user departments in the selected Local Government Authorities in Tanzania. The results from Partial Least Squares Structural Equation Modeling unveiled that interpersonal skills and user satisfaction are positively and significantly related (p < 0.001). Also, interpersonal skills positively and significantly affect cross-functional coordination and cross-functional coordination relates positively and significantly to user satisfaction. On the other hand, cross-functional partially mediates the relationship between interpersonal skills and user satisfaction (p < 0.001). Based on these findings, the study suggests that public procurement professionals require training to improve their interpersonal skills, foster cross-functional coordination and enhance satisfaction of user departments. Likewise, the coordination efforts between departments within a procuring entity are necessary for explaining the link between professional skills and satisfaction of user departments. Thus, the study emphasizes the joint agreements in procurement decisions among departments to enhance proper coordination and achieve organizational objectives.