Digitalisasi layanan tiket di Pelabuhan Merak: Analisis implementasi, dampak, dan evaluasi statistik terhadap efisiensi operasional
Politeknik Pelayaran Banten
Politeknik Pelayaran Banten
Politeknik Pelayaran Banten
Politeknik Pelayaran Banten
DOI:
https://doi.org/10.62391/ejmi.v7i2.172Digitalisasi layanan tiket penyeberangan menjadi instrumen penting dalam peningkatan efisiensi operasional dan kualitas pelayanan transportasi laut. Penelitian ini bertujuan untuk mengevaluasi implementasi sistem tiket digital di Pelabuhan Merak serta menganalisis pengaruhnya terhadap kecepatan pelayanan, kepuasan pengguna, dan efektivitas operasional. Penelitian menggunakan pendekatan kuantitatif dengan melibatkan 210 responden pengguna jasa penyeberangan Merak–Bakauheni. Data dikumpulkan melalui kuesioner berskala Likert dan observasi waktu antrean, kemudian dianalisis menggunakan uji validitas dan reliabilitas, analisis faktor eksploratori, korelasi Pearson, serta regresi linear berganda. Hasil penelitian menunjukkan bahwa penerapan tiket digital secara nyata mampu mempercepat proses pelayanan, mengurangi waktu antrean, serta meningkatkan akurasi data manifest dan transparansi layanan. Variabel kemudahan penggunaan, keandalan sistem, dan kecepatan layanan terbukti berpengaruh signifikan terhadap kepuasan pengguna, dengan kecepatan layanan sebagai faktor dominan. Meskipun demikian, keterbatasan infrastruktur jaringan dan variasi tingkat literasi digital pengguna masih menjadi tantangan dalam implementasi layanan digital secara optimal. Penelitian ini memberikan implikasi praktis bagi pengelola pelabuhan dan pemangku kebijakan dalam merumuskan strategi penguatan layanan digital penyeberangan yang inklusif dan berkelanjutan.
The digitalization of ferry ticketing services has become a critical mechanism for improving operational efficiency and service quality in maritime transportation. This study aims to evaluate the implementation of a digital ticketing system at Merak Port and examine its effects on service speed, user satisfaction, and operational effectiveness. A quantitative approach was employed by involving 210 ferry passengers on the Merak–Bakauheni route. Data were collected through a Likert-scale questionnaire and queue-time observations, and analyzed using validity and reliability tests, exploratory factor analysis, Pearson correlation, and multiple linear regression. The findings indicate that digital ticketing significantly enhances service efficiency by reducing queue times, improving manifest data accuracy, and increasing service transparency. Ease of use, system reliability, and service speed were found to have a significant influence on user satisfaction, with service speed emerging as the most dominant factor. However, limitations related to network infrastructure and varying levels of digital literacy among users remain key challenges. This study provides practical insights for port operators and policymakers in developing inclusive and sustainable digital ferry service strategies.
Keywords: Digitalisasi tiket elektronik Pelabuhan Merak efisiensi pelayanan transportasi laut
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