The Determinant Factors of User Satisfaction on Ferry E-Ticket Purchase (Ferizy): Integration Of The UTAUT and IS Success Model

The research objective is to examine the determinant factors of user satisfaction on ferry e-ticket purchase (Ferizy). The research design is a quantitative method. The sample size is 358 respondents and selected using convenience sampling. The unit of analysis is people who already purchase ferry tickets through Ferizy Apps and Ferizy website. The data analysis method is Structural Equation Modelling using SmartPLS. The results show that user satisfaction is determined by perceived value and purchase behavior. Performance expectancy and effort expectancy affect purchase behavior. System quality and information quality affect the perceived value. The recommendation for PT. ASDP is the management should conduct regular focus group discussions frequently to identify the customer need and conduct comprehensive application testing before launching the solution to the market.