The Mediating Role of Passenger Satisfaction: Examining Servqual and Repurchase Intentions at Tanjung Wangi Port Title
DOI:
https://doi.org/10.61194/ijjm.v7i2.2214Keywords:
Servqual, Passenger Satisfaction, Repurchase Intention, Tanjung Wangi PortAbstract
This research examines the associations between terminal service quality (SERVQUAL), passenger satisfaction, and repurchase intention at Tanjung Wangi Port, Banyuwangi, in response to the 6.55% passenger growth recorded in late 2025. While prior maritime studies have predominantly focused on international hub ports, this study addresses an empirical gap by investigating the unique dynamics of domestic passenger terminals, specifically how physical service consistency and staff responsiveness relate to post-purchase behavior. Utilizing an explanatory quantitative design with Structural Equation Modeling (SEM) analysis of 120 respondents, the study identifies that SERVQUAL is significantly associated with both satisfaction (P=0.024) and repurchase intention (P=0.010). The findings highlight that passenger satisfaction serves as a critical mediator, bridging the relationship between tangible terminal facilities and long-term loyalty. By positioning the research within the specific context of domestic maritime transport, these results provide a nuanced understanding of how SERVQUAL dimensions function outside of major global hubs. Ultimately, the study suggests that port management should prioritize the synergy between physical infrastructure and human-led responsiveness to maintain competitiveness against alternative transportation modes.
Downloads
References
Ahmed, I., Nawaz, M. M., Usman, A., Shaukat, M. Z., Ahmed, N., & Rehman, W. (2010). A mediation of customer satisfaction relationship between service quality and repurchase intentions for the telecom sector in Pakistan: A case study of university students. African Journal of Business Management, 4(16), 3457–3462. https://doi.org/https://doi.org/10.5897/AJBM.9000019
Anjani, G. I., Nurhayati, P., & Yuliati, L. N. (2025). The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Public Transportation. Indonesian Journal of Business and Entrepreneurship, 11(1), 212. https://doi.org/10.17358/ijbe.11.1.212
Azka, N. K., & Aris, B. (2022). Customer Loyalty Analysis Affected by Location and Promotion through Purchase Decisions and Customer Satisfaction. Ilomata International Journal of Management, 3(3), 417–428. https://doi.org/10.52728/ijjm.v3i3.520
Creswell, J. W., & Creswell, J. D. (2018). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (Fifth Edition). SAGE Publications, Inc.
Dewi, C. W., Bangun, A. A., Susilowati, R., & Iskandar, M. M. A. (2023). Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan Sebagai Variabel Intervening. ARBITRASE: Journal of Economics and Accounting, 4(2), 193–203. https://doi.org/10.47065/arbitrase.v4i2.1333
Diskhamarzaweny. (2023). The Role of Experiential Marketing, Perceived Value, and Sharia Service Quality as Determinants of Customer Satisfaction. Ilomata International Journal of Management, 4(3), 386–400. https://doi.org/10.52728/ijjm.v4i3.822
Drosos, D., Kyriakopoulos, G. L., Ntanos, S., Gkika, E. C., & Kargas, A. (2025). Determining Passenger Satisfaction using a Multicriteria Method: A Case Study from Coastal Shipping in Greece. WSEAS Transactions on Business and Economics, 22, 1405–1415. https://doi.org/10.37394/23207.2025.22.114
Ekinci, Y., Uray, N., Ülengin, F., & Duran, C. (2015). A segmentation based analysis for measuring customer satisfaction in maritime transportation. Transport, 33(1), 104–118. https://doi.org/10.3846/16484142.2015.1079800
Elahi, M., Enayati, R., & Keramatpour, M. (2025). A fuzzy Delphi-SERVQUAL model using degree of belief structure for assessing customer satisfaction in automotive after-sales services. Applied Soft Computing, 184, 113770. https://doi.org/10.1016/j.asoc.2025.113770
Fitriadi, A. R. A., Herlambang, T., Sanosra, A., Nursaid, Qomariah, N., & Ridwan, W. (2025). The Impact of Work Culture, Service, and Employee Competence on Satisfaction with E-Government Systems as Intervening Variables. Ilomata International Journal of Management, 6(3), 975–991. https://doi.org/10.61194/ijjm.v6i3.1653
Hair, J. F. J., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis (Seventh Edition). Pearson Education Limited.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention. European Journal of Marketing, 37(11/12), 1762–1800. https://doi.org/10.1108/03090560310495456
Hui, G., Al Mamun, A., Reza, M. N. H., & Hussain, W. M. H. W. (2025). An empirical study on logistic service quality, customer satisfaction, and cross-border repurchase intention. Heliyon, 11(1), e41156. https://doi.org/10.1016/j.heliyon.2024.e41156
Ju, S.-W. (2022). A Study on the Influence of Big Data-based Quality on Satisfaction and Repurchase Intention. Journal of System and Management Sciences, 12(3). https://doi.org/10.33168/JSMS.2022.0315
Kalhoro, M., Au Yong, H. N., & SPR, C. R. (2025). Urban mobility and resilient city planning: continuity of rail services and commuters’ behavior in Greater Kuala Lumpur. Continuity & Resilience Review, 1–22. https://doi.org/10.1108/CRR-02-2024-0005
Keller, K. L. (2012). Strategic Brand Management (Global Edition). Pearson Education Limited.
Keller, K. L., & Kotler, P. (2016). A Framework for Marketing Management. Pearson Education Limited.
Khatun, R., Aditya, M. T., Rifaat, S. M., & Mahmud, R. (2025). A quantitative analysis of assessing passengers’ satisfaction level of inter-city train services in Bangladesh. Case Studies on Transport Policy, 21, 101477. https://doi.org/10.1016/j.cstp.2025.101477
Kotler, P., Armstrong, G., Harris, L. C., & Piercy, N. (2017). Principles of Marketing (7th ed.). Global Edition-Pearson.
Kotler, P., Bowen, J. T., & Baloglu, S. (2022). Marketing for Hospitality and Tourism (Eighth Edition). Pearson Education Limited.
Law, C. C. H., Zhang, Y., & Gow, J. (2022). Airline service quality, customer satisfaction, and repurchase Intention: Laotian air passengers’ perspective. Case Studies on Transport Policy, 10(2), 741–750. https://doi.org/10.1016/j.cstp.2022.02.002
Leonnard, S., Comm, M., & Thung, F. (2017). The relationship of service quality, word-of-mouth, and repurchase intention in online transportation services. Journal of Process Management. New Technologies, 5(4), 30–40. https://doi.org/10.5937/jouproman5-15210
Lin, X., Mamun, A. Al, Yang, Q., & Masukujjaman, M. (2023). Examining the effect of logistics service quality on customer satisfaction and re-use intention. PLOS ONE, 18(5), e0286382. https://doi.org/10.1371/journal.pone.0286382
Liu, W., Yuan, Y., Jiang, Y., & Mou, J. (2025). Reforming the SERVQUAL model for accommodation sharing services: A mixed-method approach. Data and Information Management, 9(4), 100102. https://doi.org/10.1016/j.dim.2025.100102
Maryani, M., Qomariah, N., Martini, N. N. P., & Sobirov, B. (2025). The Effect of Service Quality on User Satisfaction with Perceived Usefulness as an Intervening Variable. Ilomata International Journal of Management, 6(3), 907–923. https://doi.org/10.61194/ijjm.v6i3.1535
Mermertaş, F. (2024). Investigating The Effect of Service Quality on Customer Satisfaction: The Case of Mersin International Port. Pamukkale University Journal of Social Sciences Institute. https://doi.org/10.30794/pausbed.1445607
Mikuličić, J. Ž., Kolanović, I., Jugović, A., & Brnos, D. (2024). Evaluation of Service Quality in Passenger Transport with a Focus on Liner Maritime Passenger Transport—A Systematic Review. Sustainability, 16(3), 1125. https://doi.org/10.3390/su16031125
Nonthapot, S., & Nasoontorn, A. (2020). The effect of the service quality on passengers’ satisfaction. Management Science Letters, 3717–3722. https://doi.org/10.5267/j.msl.2020.6.021
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
Oliver, R. L. (2010). Satisfaction: A Behavioral Perspective on the Consumer. (2nd ed.). Routledge, Taylor & Francis.
Ombuh, F. Jr., Marina, S., Suryobuwono, A. A., Ricardianto, P., Rahmawati, A., & Octaviani, R. D. (2025). Determinant Factors of the Repurchase Intention of Wings Air Airline Passengers at Letung Airport. International Journal of Scientific Engineering and Science, 9(4), 14–19. https://ijses.com/volume-9-issue-4
Özispa, N. (2025). Service quality gap models: trends and industry adaptations. Journal of Service Theory and Practice, 1–17. https://doi.org/10.1108/JSTP-03-2025-0122
Parasuraman, A., & Zeithaml, V. A. (1988). Servqual: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1).
Sakti, R. F. J., Widiyanto, P., & Susanto, P. C. (2021). Service Quality and Customer Satisfaction Increasing Loyalty of Passengers Ro-Ro Ferry Bakauheni. Journal of Economics, Management, Entrepreneurship, and Business (JEMEB), 1(1), 79–92. https://doi.org/10.52909/jemeb.v1i1.21
Seyedaliakbar, S. M., Zaripour, M., Kord Zangeneh, G., & Sadeghi, H. (2016). An investigation into the determinants of customer satisfaction. Uncertain Supply Chain Management, 263–268. https://doi.org/10.5267/j.uscm.2016.5.002
Shin, Y., Thai, V. Van, Grewal, D., & Kim, Y. (2017). Do corporate sustainable management activities improve customer satisfaction, word of mouth intention and repurchase intention? Empirical evidence from the shipping industry. The International Journal of Logistics Management, 28(2), 555–570. https://doi.org/10.1108/IJLM-11-2015-0220
Shukla, A., Mishra, A., & Dwivedi, Y. K. (2025). Expectation Confirmation Theory: A Review. Theory Hub Book: Expectation Confirmation Theory.
Sri, I. R. (2026). Rilis Berita Resmi Statistik, BPS Jawa Timur.
Sugiyono. (2012). Metode Penelitian Kuantitatif, Kualitatif dan R&D (Vol. 17). CV. Alfabeta.
Suparman, A., Fajardini, Z., & Sugiharto, T. (2022). The Influence of Time Value, Price Perception, and Service Quality on The Intention to Repurchase Tickets on Passenger Roro Ships. Media Bisnis, 14(2), 247–258. https://doi.org/10.34208/mb.v14i2.1687
Tjendana, Y., & Pranitasari, D. (2024). Determinants of Servqual Dimensions on Customer Satisfaction and Loyalty in Maritime Transportation and Logistics Services. Jurnal Ecoment Global, 9(3), 227–240. https://doi.org/10.36982/jeg.v9i3.5179
Tjiptono, F. (2022). Service Management : Mewujudkan Layanan Prima (Edisi 4). Penerbit : ANDI.
Wider, W., Tan, F. P., Tan, Y. P., Lin, J., Fauzi, M. A., Wong, L. S., Tanucan, J. C. M., & Hossain, S. F. A. (2024). Service quality (SERVQUAL) model in private higher education institutions: A bibliometric analysis of past, present, and future prospects. Social Sciences & Humanities Open, 9, 100805. https://doi.org/10.1016/j.ssaho.2024.100805
Yang, Q., Wang, Z.-S., Feng, K., & Tang, Q.-Y. (2024). Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A mutually validating method based on SERVQUAL and service encounter theory. Journal of Retailing and Consumer Services, 81, 103940. https://doi.org/10.1016/j.jretconser.2024.103940
Yang, X., Balasubramanian, K., & Soeiro, J. D. (2025). The effects of service quality on customer satisfaction and recommendation intention: Domestic versus international customer. International Journal of Hospitality Management, 131. https://doi.org/10.1016/j.ijhm.2025.104269
Yorulmaz, M., & Taş, A. (2022). Mediating effect of customer satisfaction on the relationship between core service quality and behavioral intentions in liner shipping. Pomorstvo, 36(1), 3–13. https://doi.org/10.31217/p.36.1.1
Yuen, K. F., & Thai, V. Van. (2015). Service quality and customer satisfaction in liner shipping. International Journal of Quality and Service Sciences, 7(2/3), 170–183. https://doi.org/10.1108/IJQSS-02-2015-0024
Yulihapsari, I. U., Indrawan, R., Simarmata, J., & Zainal, M. (2025). Analysis of Customer Loyalty Influenced by E-Service Quality and Promotion through Consumer Satisfaction as Mediation Variable. Ilomata International Journal of Management, 6(3), 1173–1188. https://doi.org/10.61194/ijjm.v6i3.1579
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Muhammad Syarif Hidayatullah Elmas, Mila Diana Sari
This work is licensed under a Creative Commons Attribution 4.0 International License.
This work is licensed under a Creative Commons Attribution 4.0 International License.
