Analysis of the Satisfaction Level of Ferizy Service Users at Kayangan Crossing Port West Nusa Tenggara Province

Wim Benhard Manurung, Driaskoro Budi Sidharta, Paulina M. Latuheru and Rana Aulia Salsabila ()
Additional contact information
Wim Benhard Manurung: Universitas Tridinanti Palembang
Driaskoro Budi Sidharta: Politeknik Transpostasi Sungai
Paulina M. Latuheru: Politeknik Transpostasi Sungai
Rana Aulia Salsabila: Politeknik Transpostasi Sungai

A chapter in Proceedings of the International Conference of Inland Water and Ferries Transport Polytechnic of Palembang on Law, Economic and Management (IWPOSPA-LEM 2025), 2026, pp 155-160 from Springer

Abstract: Abstract This research is motivated by changes in services at the Kayangan Crossing Port, which has been selling tickets electronically since 2023. To be able to find out the level of satisfaction of Kayangan Port service users and the priority of service improvement, it is necessary to make observations based on the perception of Kayangan Port service users. This study uses the Customer Statisfaction Index (CSI) method to measure the level of satisfaction of service users and map attributes that are the main priority for improvement in the electronic ticket booking system using the Importance Performance Analysis (IPA) method. Based on the results of the Customer Statisfaction Index (CSI) analysis, service users have felt quite satisfied with the performance of the online ticket booking system carried out by the management of the Kayangan Crossing Port. This can be seen from the results of the CSI value obtained, which is 63.65%. The results of the Importance Performance Analysis (IPA) quadrant mapping have improvement attributes with ease of access and use of the ferizy website.

Keywords: Tickets; Customer Satisfaction Index (CSI); Importance Performance Analysis (IPA); Satisfaction (search for similar items in EconPapers)
Date: 2026
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6239-729-3_16

Ordering information: This item can be ordered from
http://www.springer.com/9789462397293

DOI: 10.2991/978-94-6239-729-3_16

Access Statistics for this chapter

More chapters in Advances in Economics, Business and Management Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().