Digital transformation has emerged in recent years as one of the key drivers for enhancing competitiveness in the maritime transportation industry, encouraging ports and shipping companies to move toward the development of smart ports, data-driven logistics services, and digital service ecosystems. In this context, factors such as digital service quality, information transparency, cargo tracking capability, and digital trust play a significant role in shaping maritime customers’ experiences and satisfaction. Despite the growing body of research on maritime digital transformation, a comprehensive framework for identifying and prioritizing the components of the maritime digital service ecosystem remains limited. Therefore, this study aims to develop and prioritize the components of a maritime digital experience ecosystem influencing the satisfaction of import and export maritime transportation customers.

This study is applied in terms of purpose and descriptive-analytical in nature, employing a multi-criteria decision-making approach. An integrated Maritime Digital Experience Ecosystem Model (IMDEEM) was developed based on the theoretical foundations of maritime digital transformation, digital service quality, digital trust, and customer experience. Data were collected through an Analytic Hierarchy Process (AHP)-based pairwise comparison questionnaire completed by 14 experts in maritime transportation, logistics, port management, and digital services, and were analyzed using Expert Choice software. The findings revealed that digital service quality and interactions ranked first among the main dimensions with a final weight of 0.361. This was followed by digital trust and governance (0.287), maritime customer digital experience (0.214), and smart maritime infrastructure (0.138), respectively.

The main contribution of this study lies in developing an integrated and customer-oriented IMDEEM framework and combining the key dimensions of maritime digital transformation, digital service quality, and customer experience within a prioritized decision-making framework. The findings provide valuable insights for port managers, maritime transportation companies, and logistics stakeholders in designing customer-centric digital services and enhancing maritime competitiveness.