Critical success factors and implementation strategies for B2B electronic procurement systems in the travel industry

Abstract

Purpose Internet-based business-to-business electronic procurement (B2B e-procurement) systems are rapidly becoming the primary platform for interorganizational transactions and the delivery of products and services in the travel and tourism industries. Therefore, the purpose of this study is to investigate the critical success factors (CSFs) and implementation strategies for B2B e-procurement systems in travel agency supply chains. Design/methodology/approach This study developed a multifaceted evaluation framework that draws on the relevant literature and the technology–organization–environment framework. The CSFs underlying B2B e-procurement adoption were identified using hybrid criteria decision-making methods. Purposive sampling was used, and 49 valid questionnaires were obtained from retail travel agencies in Taiwan. Findings The results reveal that the top four CSFs are system stability, system reliability, sales dynamics and product line availability. By focusing on these CSFs, travel wholesalers can most effectively allocate their limited resources to provide an extensive range of products and services to their clients, improve e-procurement services and enhance interorganizational collaboration in travel agency supply chains. Originality/value This study developed a multifaceted evaluation framework and identified four CSFs to assist in the adoption of B2B e-procurement systems in travel agency supply chains.