Assessing passenger satisfaction with the walking environment at Yeosu Ferry Terminal

Nguyen Phong Nha and Hwayoung Kim

Maritime Business Review, 2025, vol. 10, issue 4, 329-348

Abstract: PurposeThe study aimed to assess passenger satisfaction with the walking environment at Yeosu Ferry Terminal in South Korea using the Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA). The objective was to identify factors influencing passenger satisfaction and propose strategies for improvement to enhance the pedestrian experience.Design/methodology/approachThe study used the CSI to assess overall satisfaction and IPA to pinpoint areas for improvement. A structured survey of 104 passengers gathered data on demographics, expectations and perceptions across five key walking phases: bus station to terminal, within the terminal, terminal to ferry, ferry deck to cabin and inside the ferry. Paired-sample t-tests were employed to validate findings by analyzing gaps between satisfaction and importance.FindingsThe CSI score of 78.60% reflected a satisfactory walking environment, but signage clarity and walkway conditions required improvement due to their high importance and low satisfaction. Satisfaction varied by age, gender and ferry usage frequency. Recommendations included enhancing signage, seating, ramps, stairs and restroom accessibility to boost passenger satisfaction.Originality/valueThe study adopts a data-driven approach to analyzing passenger satisfaction, with a particular focus on walking environments in ferry terminals – an area that remains relatively underexplored in transportation research. By integrating the CSI and IPA methodologies, the research delivers actionable insights, enabling ferry terminal operators to allocate resources effectively and strategically improve customer satisfaction.

Keywords: Ferry terminal; Passenger’s satisfaction; Walking environment; CSI; IPA (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:eme:mabrpp:mabr-12-2024-0090

DOI: 10.1108/MABR-12-2024-0090

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