Analysis of Service user Satisfaction on the Performance of Ferizy Application Services at Ketapang Crossing Port, East Java Province

DOI

10.2991/978-94-6239-731-6_20How to use a DOI?

Keywords

Customer Satisfaction Index (CSI); Ferizy; Digitization of Services

Abstract

Ketapang Crossing Port is one of the strategic commercial crossing ports, connecting the islands of Java and the island of Bali. As a crossing transportation service provider, as an operator of crossing transportation services, PT ASDP Indonesia Ferry (Persero) Ketapang Branch continues to strive to improve the quality of service through system digitalization, one of which is by implementing online ticket booking through the Ferizy application. This digitalization aims to provide convenience, reduce queues at the port, and increase service transparency and shipping safety. This study aims to analyze the level of satisfaction of service users with the performance of Ferizy application services at the Ketapang Crossing Port using the Customer Satisfaction Index (CSI) method. This study used a quantitative approach by distributing questionnaires with Likert scale instruments 1–5 to 100 respondents. In addition, the researcher also conducted field observations and qualitative analysis of respondents’ suggestions to identify obstacles faced, such as difficulties for elderly and child users in operating the application. The results of the CSI calculation show that the user satisfaction rate reached 84.51%, which is included in the category of “Very Satisfied” (81–100%). However, there are still gaps in the accessibility of the application for certain groups of users as well as manifest accuracy problems due to the practice of purchasing tickets outside the official system, support is needed in the form of the presence of digital escort officers in the port area to help users who have difficulties in operating the Ferizy application, especially the elderly and people who are less familiar with technology.

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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TY  - CONF
AU  - Erli Pujianto
AU  - M. Sigit Ramadhani
AU  - Sri Kelana
AU  - Muhamad Fahmi Amrillah
AU  - Tito Akbar Nugroho
PY  - 2026
DA  - 2026/07/09
TI  - Analysis of Service user Satisfaction on the Performance of Ferizy Application Services at Ketapang Crossing Port, East Java Province
BT  - Proceedings of the International Conference of Inland Water and Ferries Transport Polytechnic of Palembang on Technology and Environment (IWPOSPA-TE 2025)
PB  - Atlantis Press
SP  - 183
EP  - 190
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6239-731-6_20
DO  - 10.2991/978-94-6239-731-6_20
ID  - Pujianto2026
ER  -