The impact of competing port management paradigms on consumer satisfaction: The case of truck drivers

Authors

  • Mukhlis Department of Civil Engineering, Faculty of Engineering, Universitas Malikussaleh, Lhokseumawe 24355, Indonesia
  • Renni Angraini Department of Civil Engineering, Faculty of Engineering, Universitas Syiah Kuala, Banda Aceh 23111, Indonesia
  • Muttaqin Department of Civil Engineering, Faculty of Engineering, Universitas Syiah Kuala, Banda Aceh 23111, Indonesia
  • Muhammad Isya Department of Civil Engineering, Faculty of Engineering, Universitas Syiah Kuala, Banda Aceh 23111, Indonesia

DOI:

https://doi.org/10.33175/mtr.2026.286449

Keywords:

Aceh; Corporate responsibility; Customer satisfaction; Digitalization; Operational efficiency; Port management paradigms; Truck drivers

Abstract

This study aims to examine the influence of competing port management paradigms- customer-oriented, stakeholder-oriented, and technology-oriented paradigms- on customer satisfaction. Operational outcomes, corporate image, and perceived port digitalization represent these paradigms. The empirical focus of this study is on truck drivers, the direct users of landside port services, at two major ports in Aceh Province. Based on a partial least squares-structural equation modeling (PLS-SEM) analysis of 150 respondents, two principal results can be formulated. First, operational outcomes have been proven to be the most significant determinant of customer satisfaction. Second, image (corporate responsibility) and perceived port digitalization (technology-driven port management) did not show a significant direct effect on customer satisfaction. Furthermore, these two variables actually had a significant negative effect on operational outcomes, which in turn had an indirect negative impact on customer satisfaction. The study highlights a contextual misalignment between techno-social and stakeholder- oriented port management strategies and the practical expectations of downstream logistics users.

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Cite this article:

APA Style:
Mukhlis, Anggraini, R., Muttaqin, & Isya, M. (2026). The impact of competing port management paradigms on consumer satisfaction: The case of truck drivers. Maritime Technology and Research, 8(4), 286449. https://doi.org/10.33175/mtr.2026.286449

 

MDPI Style:
Mukhlis; Anggraini, R.; Muttaqin; Isya, M. The impact of competing port management paradigms on consumer satisfaction: The case of truck drivers. Marit. Technol. Res. 2026, 8, 286449. https://doi.org/10.33175/mtr.2026.286449

 

Vancouver Style:
Mukhlis, Anggraini R, Muttaqin, Isya M. (2026). The impact of competing port management paradigms on consumer satisfaction: The case of truck drivers. Marit. Technol. Res. 8(4):286449. https://doi.org/10.33175/mtr.2026.286449

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Highlights

  • Compares competing port management paradigms: customer-oriented (operational efficiency), stakeholder-oriented (corporate responsibility), and technology-oriented (digitalization), in shaping user satisfaction.
  • Identifies operational efficiency as the most dominant and significant driver of satisfaction among truck drivers as direct users of landside port services.
  • Reveals that corporate image and perceived digitalization do not directly enhance satisfaction, and instead exert negative indirect effects through reduced operational outcomes.
  • Demonstrates a misalignment between techno-social and stakeholder-oriented strategies and operational user expectations in developing port contexts.
  • Provides context-sensitive managerial insights for aligning port management strategies with the practical needs of downstream logistics actors.

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2026-06-12

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