The Role of Digital Capabilities and Human Factors in Enhancing Port Service Performance: A Mediated Model for Eastern Indonesia

Abstract

This research was conducted in response to the increasingly urgent need for digital transformation in port services in Eastern Indonesia to improve efficiency, transparency, and service quality amid the development of information technology. The research addresses a significant gap by integrating digital capabilities and human factors within the context of port digital transformation in Eastern Indonesia, an underexplored area in the existing literature. The research objective was to examine the influence of digital capabilities, human factors, and information system success on improvements in port service performance. The research method used a quantitative approach, with surveys of service users and system managers to measure technology acceptance and information system success. The number of respondents was 189. The use of a quantitative approach, including surveys and SEM-PLS analysis, is appropriate for testing complex relationships among variables. Based on the measurements, service performance (SP) obtained the highest score (R² = 0.732), supported by the organization's strong digital capabilities, effective human resources, and successful implementation of information systems. The anticipated outcomes include identifying critical factors that determine the success of digital transformation and developing an integrative model to guide the effective implementation of port services. The model linking digital capabilities, human factors, information system success, and port service performance provides a valuable framework for future empirical research.