Enhancing Customer Satisfaction at NPCT1 Ports: EDI Application Mediated by User-Perceived Usefulness

Aldiansyah Nur Rahmat, Alya Setia Sari, Haris Haris, Honny Fiva Akira Sembiring

Abstract


The use of Electronic Data Interchange (EDI) has increased the role of technology in business, particularly in complex operations like port management, where it streamlines the exchange of information.  Implementing EDI in ports is crucial for enhancing customer satisfaction. This study examines how port users' perceptions of technology mediate the relationship between EDI and customer satisfaction. This study, conducted at NPCT1 port with 120 EDI service users, aims to assess how implementing electronic data interchange affects customer satisfaction and perceived usefulness. The study uses the Partial Least Square (PLS) method and data gathered from a survey questionnaire. The study found that the implementation of EDI, perceived usefulness, and customer satisfaction had a significant and positive impact. However, the EDI implementation variable negatively and insignificantly affected customer satisfaction. Additionally, EDI implementation variables positively and significantly influenced perceived usefulness, while perceived usefulness variables had a positive and significant impact on customer satisfaction.

Keywords


Electronic Data Interchange, Customer Satisfaction, Perceived Usefullness, Container Terminal, Efficient, Effectiveness

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DOI: https://doi.org/10.25292/atlr.v8i0.737

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