<![CDATA[The main problem in the services provided at the Merak–Bakauheni ferry ports is the limited attention given to governance, particularly in the way the Ferizy application system supports the smoothness and security of passenger and goods flow. This study therefore aims to investigate the impact of implementing the Ferizy application system for ticket purchasing on the smoothness and security of passenger and goods flow at the Merak–Bakauheni ferry ports. A quantitative approach was applied using questionnaires completed by 69 respondents. The Method of Successive Interval (MSI) was used to convert the ordinal-scale questionnaire data into interval data, after which inferential testing (multivariate analysis of variance, MANOVA) was carried out to answer the research hypotheses. The results indicate that the implementation of the Ferizy application — covering system quality, information quality, service quality and user satisfaction — produces a significant difference in the smoothness and security of passenger and goods flow, both simultaneously and partially. The findings specifically address the discrepancy between the data recorded in the Ferizy application and the manifest of the Sailing Approval Letter (SPB) for both the Merak–Bakauheni and the Bakauheni–Merak crossings.]]>
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