PRATAMA, AGUNG SATRYA ADI (2025) ANALISIS PENGARUH CUSTOMER ENGAGEMENT DAN E-TICKETING TERHADAP KINERJA OPERASIONAL PELABUHAN MERAK MELALUI CUSTOMER SATISFACTION. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Operational performance is essential for organizations, including ports. Operational performance greatly determines the competitiveness and sustainability of the organization. Therefore, this research aims to investigate the operational performance of Merak Port based on the perspective of customer engagement and e-ticketing mediated by customer satisfaction. The research uses a quantitative approach with survey methods. The survey was conducted with a questionnaire designed in a Likert scale format. The population is ferry service users who utilize Merak Port services, while the sample is 170 ship passengers determined using convenience sampling. Data analysis uses a structural equation modeling approach based on Partial Least Square (SEM-PLS). The results show that customer engagement, e-ticketing, and customer satisfaction have a significant influence on port operational performance; customer engagement and e-ticketing have a significant effect on passenger customer satisfaction; and customer satisfaction mediates the influence of customer engagement and e-ticketing on port operational performance. These findings not only confirm previous studies, which were used as the basis for building theoretical models and hypotheses for this research but also produce a novel empirical model of the influence of customer engagement and eticketing on port operational performance with the mediation of customer satisfaction. This model, apart from providing theoretical contributions to the development of management science, especially operations management, also provides practical implications for organizational management, especially ports. Therefore, this model deserves critical discussion by academics, researchers, and practitioners before being adopted or adapted for their future work. Keywords: engagement, e-ticketing, satisfaction, operational performance Kinerja operasional sangat esensial bagi organisasi, termasuk pelabuhan. Kinerja operasional sangat menentukan daya saing dan keberlangsungan organisasi. Karena itu, penelitian ini bertujuan untuk menginvestigasi kinerja operasional Pelabuhan Merak berdasarkan perspektif customer engagement dan e-ticketing dengan mediasi customer satisfaction. Penelitian menggunakan pendekatan kuantitatif dengan metode survei. Survei dilakukan dengan kuesioner yang didesain dalam format skala Likert. Populasinya adalah pengguna jasa penyeberangan yang memanfaatkan jasa Pelabuhan Merak, sedangkan sampelnya adalah 170 penumpang kapal yang ditentukan secara convenience sampling. Analisis data menggunakan pendekatan structural equation modeling berbasis Partial Least Square (SEM-PLS). Hasilnya menunjukkan bahwa customer engagement, eticketing, dan customer satisfaction berpegaruh signifikan terhadap kinerja operasional pelabuhan; customer engagement dan e-ticketing berpengaruh signifikan terhadap customer satisfaction penumpang; dan customer satisfaction memediasi pengaruh customer engagement dan e-ticketing terhadap kinerja operasional pelabuhan. Temuan ini bukan sekedar mengonfirmasi studi sebelumnya yang dijadikan dasar untuk membangun model teoretik dan hipotesis penelitian ini, tetapi juga menghasilkan novelty model empirik pengaruh customer engagement dan e-ticketing terhadap kinerja operasional pelabuhan dengan mediasi customer satisfaction. Model ini, selain memberikan kontribusi teoretis terhadap pengembangan ilmu menajemen, khususnya manajemen operasi, juga memberikan implikasi praktis bagi pengelolaan organisasi, khususnya pelabuhan. Karena itu, model ini layak didiskusikan secara kritis oleh para akademisi, peneliti, dan praktisi sebelum diadopsi atau diadaptasi untuk karya mereka di masa depan. Kata kunci: Engagement, e-ticketing, satisfaction, kinerja operasional.
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