Enhancing Trust in Digital Procurement: The Role of E-Signature and Information Quality in Billing System Adoption among SMEs
This study evaluates the determinants of successful digital billing adoption, specifically electronic signatures and e-stamps, among Small and Medium Enterprises (SMEs) in Indonesia’s B2B e-procurement ecosystem by integrating the Information System Success Model (ISSM) and the Unified Theory of Acceptance and Use of Technology (UTAUT). Utilizing a mixed-method approach with 185 valid survey responses analyzed via SEM-PLS and supplementary qualitative interviews, the results demonstrate that System Quality and Information Quality significantly enhance Performance Expectancy and directly impact Successful Use, while Social Influence serves as the primary driver of Behavioral Intention. The findings highlight a critical nuance where adoption is largely fueled by external pressure from institutional buyers (State-Owned Enterprises) rather than internal volition; furthermore, despite the statistical significance of technical factors, qualitative data reveal that system instability remains a major friction point affecting user trust. Ultimately, the study concludes that sustaining digital billing success requires platform providers to prioritize technical reliability to foster genuine user trust, while policymakers should leverage strategic buyer mandates to accelerate compliance across the supply chain.