PASSENGER SATISFACTION AND DIGITAL SERVICE INNOVATION IN FERRY TRANSPORT: EVIDENCE FROM INDONESIA

Abstract

Passengers represent a critical resource for ferry service providers, making it essential to identify determinants that strengthen passenger loyalty. Accordingly, this study investigated the influence of e-ticketing, real-time tracking, and digital payment systems on passenger loyalty, with passenger satisfaction examined as a mediating mechanism. Data were collected from ferry passengers in Indonesia using a simple random sampling approach. Structural equation modelling was conducted using Smart PLS to analyse the relationships among the variables. The results indicate that e-ticketing, real-time tracking, and digital payment significantly enhance passenger satisfaction. Furthermore, passenger satisfaction was found to positively influence passenger loyalty and to mediate the relationship between digital service features and loyalty outcomes. This research contributes to the limited body of literature emphasising the role of digital service innovations in fostering passenger satisfaction and loyalty within the ferry transport sector.