Evaluating Passenger Satisfaction in Electronic Customs Declarations: An Expectation Disconfirmation Model Approach

Abstract

Since July 2022, Indonesia’s Electronic Customs Declaration (ECD) system has replaced traditional paper-based forms for international arrivals. Although intended to enhance efficiency and user convenience, the system has generated considerable dissatisfaction, with 83.14% of recorded complaints citing technical or usability challenges. This study examines the determinants of passenger satisfaction with the ECD system through an integrated framework that combines the Expectation-Disconfirmation Model (EDM), the Unified Theory of Acceptance and Use of Technology (UTAUT), and the DeLone & McLean Information Systems Success Model. A cross-sectional survey of 207 Indonesian international passengers at Soekarno-Hatta International Airport was analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM), suitable for evaluating latent constructs and mediation effects in complex models. The results indicate that effort expectancy, drawn from UTAUT, significantly influences perceived system quality and Disconfirmation, both of which serve as critical mediators of user satisfaction. System Quality, based on usability, reliability, and interface design, exerts an indirect effect through Disconfirmation, as conceptualized in EDM and DeLone and McLean’s framework. Collectively, the variables explain 86.3% of the variance in satisfaction, with all key paths statistically significant (p < 0.001). These findings underscore the importance of expectation alignment, ease of use, and perceived system quality in shaping satisfaction with digital public services and provide practical insights for user-centered design and implementation of government technologies.