Analysis of user Satisfaction Level in the Implementation of Ticket Digitalization at Merak Ferry Port, Banten Province

DOI

10.2991/978-94-6239-731-6_18How to use a DOI?

Keywords

Ticket Digitalization; User Satisfaction; Merak Port; Ferizy; Customer Satisfaction Index

Abstract

Merak Ferry Port is one of the main ports connecting Java and Sumatra. To improve service, PT ASDP Indonesia Ferry (Persero) implemented a digital ticketing system through the Ferizy application since May 1, 2020. This study aims to determine the level of satisfaction of service users with the digital ticketing system. The research method used was quantitative by distributing questionnaires to passengers. The collected data was analyzed using the Customer Satisfaction Index (CSI) method, and its validity and reliability were tested to ensure data accuracy. Based on the results of the research conducted, it was found that the level of user satisfaction with the digital ticketing service at Merak Port was categorized as satisfactory, with a CSI score of 77.08%. However, several problems were still found, such as signal interference, a lack of public understanding of technology, and the persistence of ticket scalpers. The results showed that the digital ticketing system has helped improve passenger service and comfort. To achieve better service in the future, it is recommended that the port improve public education, strengthen its technology system, and tighten supervision to prevent ticket scalping practices.

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  - Susiarni Magdalena
AU  - R. Muhammad Firzatullah
AU  - Aulia Ika Atika
AU  - Putri Salsaabila
PY  - 2026
DA  - 2026/07/09
TI  - Analysis of user Satisfaction Level in the Implementation of Ticket Digitalization at Merak Ferry Port, Banten 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  - 166
EP  - 175
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6239-731-6_18
DO  - 10.2991/978-94-6239-731-6_18
ID  - Magdalena2026
ER  -