The Influence of the Cashless Payment System and Terminal Facilities on Service User Satisfaction at the Pelindo Tanjung Balai Karimun Passenger Terminal

Abstract

The Tanjung Balai Karimun Passenger Terminal provides boarding and disembarkation services for both domestic and international passengers. To support passenger services, PT Pelabuhan Indonesia (Persero) continues to improve the terminal's facilities and services, in line with the Karimun Regency Government's ongoing commitment to strengthening the regional economy, particularly in the tourism and maritime sectors. The terminal holds strategic significance within the IMS-GT (Indonesia–Malaysia–Singapore Growth Triangle), offering strong opportunities and prospects for regional development. In the digital era, cashless payment has become an increasingly important part of everyday economic transactions. This study finds that service quality has a strong and significant influence on passenger terminal facilities: the hypothesis testing shows a calculated t-value of 2.445 at a significance level of 0.008, with t-count (2.445) exceeding t-table (2.01) and the significance value falling below the 0.05 threshold, confirming that the hypothesis is accepted. The quality of port services is further reflected in the embarkation and disembarkation experience of sea passengers at the Tanjung Balai Karimun Indonesia Domestic Port Terminal.