Digital Ticketing Service Quality and Passenger Repurchase Intention at Merak Ferry Port, Indonesia: Evidence from a Mandated E-Ticketing Setting
DOI:
https://doi.org/10.55927/ijsmr.v4i9.153Keywords:
Digital ticketing, E-service quality, Ferry transport, Merak Port, Repurchase intentionAbstract
Electronic ticketing has been mandatory on the Merak-Bakauheni ferry crossing since 2020, so that continued use cannot be read as evidence of passenger satisfaction under this compelled-use condition — the problem this study addresses. Its objective was to determine whether perceived digital ticketing service quality predicts passengers' repurchase intention despite the absence of choice, and to identify which service dimension carries the greatest risk to that disposition. A quantitative survey design was employed with 50 passengers at Merak Ferry Port selected by purposive sampling on the criterion of at least two prior uses of the digital service, data being collected between August and September 2025 using a 15-item five-point Likert instrument. The highest-rated item was time efficiency and the lowest was freedom from technical disruption, a pairing which locates the principal risk to voluntary continuance in system reliability rather than in usability. The findings indicate that in a mandated setting, service quality operates upon willingness rather than upon behaviour, and that this willingness is contingent upon reliability that the present system does not yet fully deliver.
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