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

Author

Listed:
  • Wim Benhard Manurung

    (Universitas Tridinanti Palembang)

  • Driaskoro Budi Sidharta

    (Politeknik Transpostasi Sungai)

  • Paulina M. Latuheru

    (Politeknik Transpostasi Sungai)

  • Rana Aulia Salsabila

    (Politeknik Transpostasi Sungai)

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.

Suggested Citation

  • Wim Benhard Manurung & Driaskoro Budi Sidharta & Paulina M. Latuheru & Rana Aulia Salsabila, 2026. "Analysis of the Satisfaction Level of Ferizy Service Users at Kayangan Crossing Port West Nusa Tenggara Province," Advances in Economics, Business and Management Research,, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6239-729-3_16
    DOI: 10.2991/978-94-6239-729-3_16
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