Digital Ticketing Service Quality at Merak Port Drives Passenger Repurchase Intention Under Mandated E-Ticketing

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FORMOSA NEWS

MERAK – The implementation of digital ticketing systems at major maritime ferry crossings serves not only to modernize port operations but also shapes passenger willingness to continue utilizing public transport services. A 2026 scientific study conducted by Heru Maryanto, Fauhidzi Zulistian, Syairi Anwar, and Yollanda Octavitri from Banten Maritime Polytechnic evaluated the relationship between digital ticketing service quality and passenger repurchase intention at Merak Ferry Port, Banten. This research provides crucial insights by assessing passenger dispositions within a compulsory digital service framework established since 2020.

The mandatory transition to electronic ticketing on the Merak-Bakauheni crossing fundamentally altered passenger boarding workflows by replacing physical ticket counters with online purchasing channels. Because counter ticket sales were generally eliminated, sustained system usage can no longer be interpreted as evidence of customer satisfaction. Under such mandated conditions, evaluating perceived service quality becomes essential for port authorities to ensure passenger trust, system reliability, and overall user satisfaction.

To assess passenger perceptions, the researchers executed a quantitative survey study involving 50 ferry passengers at Merak Port selected through purposive sampling. Eligible respondents were passengers who had used the digital ticketing platform on at least two previous occasions. Data collection took place between August and September 2025 using a 15-item Likert-scale instrument evaluating service efficiency, system reliability, transaction security, convenience, and trust. Statistical analyses utilized Pearson correlation and simple linear regression to determine the predictive impact of service quality on repurchase intention.

The research findings demonstrate a strong, positive association between perceived digital ticketing service quality and passenger repurchase intention. Perceived service quality accounts for 53.6 percent of the variance in passengers' intention to reuse the service, with the remaining variance shaped by external factors. Among individual service dimensions, time efficiency received the highest satisfaction score, whereas freedom from technical disruptions recorded the lowest score alongside the widest rating dispersion.

These results indicate that the primary vulnerability to passenger continuance lies in technical system reliability rather than application usability. Furthermore, approximately 20 percent of respondents reported relying on assisted counter purchases at the terminal, highlighting the ongoing necessity of digital inclusion support for travelers who face technological constraints.

The implications of these findings offer valuable guidance for port operators, transport logistics managers, and public policy makers. The study emphasizes that in compulsory public service settings, service quality acts upon passenger willingness and goodwill rather than observable usage behavior alone. Port authorities are advised to prioritize investments in server stability, network capacity during peak travel periods, and payment gateway resilience, while maintaining assisted service options to ensure equitable digital access for all passengers.

This research was authored by Heru Maryanto, Fauhidzi Zulistian, Syairi Anwar, and Yollanda Octavitri from Banten Maritime Polytechnic.

Author Profile: Heru Maryanto, Fauhidzi Zulistian, Syairi Anwar, Yollanda Octavitri (Banten Maritime Polytechnic)

Research Source: 

Article Title: Digital Ticketing Service Quality and Passenger Repurchase Intention at Merak Ferry Port, Indonesia: Evidence from a Mandated E-Ticketing Setting 

Journal: International Journal of Scientific Multidisciplinary Research (IJSMR), Vol. 4, No. 9, 2026, pp. 2107-2126 

DOI: https://doi.org/10.55927/ijsmr.v4i9.153 

Journal Link: https://journalijsmr.my.id/index.php/ijsmr