Operational Performance as a Mediating Mechanism Between Simkapel Digitalization, Port Facility Utilization, and Port User Satisfaction

This study aims to analyze the effect of the Digitalization of the Shipping and Seafarer Information System (SIMKAPEL) and port facility utilization on operational performance, as well as its implications for user satisfaction at the Class II Bintuni Port Authority Unit. This research employs a quantitative approach with an explanatory research design and a cross-sectional method. The study population consists of 300 port service users, and the sample size was determined using the Slovin formula with a 5% margin of error, resulting in 171 respondents. Data were collected through questionnaires using a five-point Likert scale distributed to port service users. The data analysis technique used is Structural Equation Modeling–Partial Least Square (SEM-PLS) to examine both direct and indirect relationships among variables. The results indicate that SIMKAPEL digitalization has a positive and significant effect on operational performance, while port facility utilization also shows a significant effect. Furthermore, operational performance has a significant impact on user satisfaction. In addition, SIMKAPEL digitalization and port facility utilization have indirect effects on user satisfaction through operational performance as a mediating variable. Based on these findings, it is recommended that port management enhance the integration of SIMKAPEL with other service systems, optimize the utilization of port facilities, particularly cargo handling equipment and storage capacity, and continuously improve operational service quality. These efforts are expected to increase operational efficiency while strengthening user satisfaction and loyalty in port services.