Proceedings of the International Conference of Inland Water and Ferries Transport Polytechnic of Palembang on Law, Economic and Management (IWPOSPA-LEM 2025)

International Conference of Inland Water and Ferries Transport Polytechnic of Palembang on Law, Economic and Management (IWPOSPA-LEM 2025)

📍Palembang, Indonesia🗓️ 23 October 2025
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Analysis of the Satisfaction Level of Ferizy Service Users at Kayangan Crossing Port West Nusa Tenggara Province

Authors
Wim Benhard Manurung1, *, Driaskoro Budi Sidharta2, Paulina M. Latuheru2, Rana Aulia Salsabila2
1Universitas Tridinanti Palembang, Palembang, Indonesia
2Politeknik Transpostasi Sungai, Danau dan Pennyeberangan, Palembang, Indonesia
*Corresponding author.
Corresponding Author
Wim Benhard Manurung
Available Online 29 July 2026.
DOI
10.2991/978-94-6239-729-3_16How to use a DOI?
Keywords
Tickets; Customer Satisfaction Index (CSI); Importance Performance Analysis (IPA); Satisfaction
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.

Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference of Inland Water and Ferries Transport Polytechnic of Palembang on Law, Economic and Management (IWPOSPA-LEM 2025)
Series
Advances in Economics, Business and Management Research
Publication Date
29 July 2026
ISBN
978-94-6239-729-3
ISSN
2352-5428
DOI
10.2991/978-94-6239-729-3_16How to use a DOI?
Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Wim Benhard Manurung
AU  - Driaskoro Budi Sidharta
AU  - Paulina M. Latuheru
AU  - Rana Aulia Salsabila
PY  - 2026
DA  - 2026/07/29
TI  - Analysis of the Satisfaction Level of Ferizy Service Users at Kayangan Crossing Port West Nusa Tenggara Province
BT  - Proceedings of the International Conference of Inland Water and Ferries Transport Polytechnic of Palembang on Law, Economic and Management (IWPOSPA-LEM 2025)
PB  - Atlantis Press
SP  - 155
EP  - 160
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-729-3_16
DO  - 10.2991/978-94-6239-729-3_16
ID  - Manurung2026
ER  -