Assessing passenger satisfaction with the walking environment at Yeosu Ferry Terminal Open Access

Ferry services along South Korea’s coastline are an important part of the country’s transportation system, connecting coastal areas with islands (Pham et al., 2020). Currently, around 66 ferry companies operate in South Korea, managing a fleet of over 166 vessels and running on more than 100 routes. These ferries are essential for both passengers and goods, carrying more than 8.5 million passengers each year, including over 3 million island residents who depend on these ferries for travel (Korean Statistical Information Service (KOSIS), 2022). Additionally, the ferry services transport over 115 million tons of cargo annually, playing a key role in supporting local economies (see Figure 1). By linking remote communities with the mainland, ferry services help boost tourism and strengthen the economic growth of South Korea’s coastal regions, making them crucial for both the people and industries along the coast (Kim et al., 2022).

Yeosu, a key coastal region in South Korea, covers an expansive area of 503.3 square kilometers and is home to a population of 274,917 residents. This is a complex region, consisting of 48 inhabited islands and 317 uninhabited ones, making it a critical area for both maritime transport and regional development. Central to Yeosu’s transportation infrastructure is the Yeosu Ferry Terminal, which has played a pivotal role in regional connectivity since its establishment in 1982. Handling over 200,000 passengers annually, the terminal is a vital hub for both locals and tourists. Operated by five different ferry companies, the terminal runs eight distinct routes that connect various destinations across the archipelago and the mainland. The fleet, consisting of seven ferries, ensures the smooth and reliable movement of passengers and goods, strengthening Yeosu’s accessibility. These ferry services not only support the daily commuting needs of island residents but also play a significant role in promoting tourism, regional trade and economic growth. The terminal’s strategic importance extends beyond transportation, acting as a lifeline for island communities by providing access to essential services, markets and resources on the mainland. Additionally, it fosters cultural exchange and boosts local industries, including fishing and tourism, thereby contributing to the socio-economic development of both Yeosu and its surrounding islands. The continued modernization and efficient operation of the Yeosu Ferry Terminal are thus critical to enhancing the quality of life for its residents and sustaining economic progress in the region.

The increased demand for ferry services in the Yeosu area – stemming from various needs such as commuting, sightseeing, and medical visits – has led to evolving passenger behaviors and expectations. This shift has resulted in more complex and varied needs regarding pedestrian environments within ferry terminals. Given that the quality of the walking environment directly impacts passengers’ overall satisfaction with their ferry experience, it becomes crucial to understand and address the various factors influencing this satisfaction (Jo et al., 2022; Lunke, 2020). Although numerous studies have examined passenger satisfaction across various transportation modes, including motorcycle taxi services in the Philippines using SERVQUAL dimensions and social exchange theory (Kester et al., 2024) and airport logistics services with a focus on freight forwarder satisfaction, customer loyalty and competitiveness (Almofeez et al., 2024), research specifically addressing the walking environment within ferry terminals remains notably limited.

This is particularly notable given the vital role of ferry systems in coastal and island regions like South Korea, where ferry terminals function not only as transit nodes but also as gateways to essential services for isolated communities. Most previous studies in maritime transport largely emphasize operational efficiency, scheduling or freight logistics, with limited focus on user-centered factors such as walkability, accessibility and spatial comfort inside terminals.

Moreover, few studies have applied integrated analytical frameworks like the Customer Satisfaction Index (CSI) and Importance–Performance Analysis (IPA) to evaluate passenger experience in this context. By addressing this research gap, the present study adopts a CSI–IPA dual-method approach to assess passenger satisfaction with the walking environment at the Yeosu Ferry Terminal in Korea. Key aspects examined include signage, accessibility, walkway conditions, and transitions between land and vessels.

Through this investigation, the study aims to contribute both practically—by offering data-driven recommendations for terminal improvement—and theoretically—by expanding the understanding of service quality in underexplored maritime settings. The findings are expected to support more inclusive and user-focused development of ferry infrastructure and provide a replicable framework for similar assessments in other maritime regions.

The remainder of the paper is structured as follows. Section 2 reviews studies relating to passenger satisfaction and walking environment. Section 3 mentions the methodology and data used in the study. Section 4 provides results of the validity and reliability test, CSI and the relationship between passenger satisfaction and pedestrian environment. Section 5 presents the findings and limitations of this study.

CSI is a fundamental metric used to evaluate and enhance service quality across a range of industries, with a notable application in the transportation sector (Deng et al., 2013; Guirao et al., 2016; Kumar et al., 2023; Munoz et al., 2020). CSI integrates detailed customer feedback with performance data to offer a comprehensive picture of service effectiveness. This approach is particularly valuable in the context of ferry terminals, where passenger experience can be influenced by various factors, including the cleanliness of facilities, ease of access and overall comfort. In transportation, the application of CSI involves assessing different dimensions of service. In ferry terminals such as Yeosu Coastal Ferry Terminal, evaluation should consider not only the terminal’s physical condition but also factors like staff responsiveness, passenger wait times, and the efficiency of boarding and disembarkation. By collecting and analyzing data on these factors, CSI provides actionable insights into how well the terminal meets passenger expectations.

Jones and Sasser (1995) emphasize that a high CSI score is strongly correlated with increased customer loyalty and repeat business. This correlation highlights the importance of addressing areas where passengers feel dissatisfied. For instance, if passengers consistently report issues with terminal cleanliness or long wait times, these insights allow operators to focus their improvement efforts on these specific areas (Kim et al., 2020). Enhancing these aspects of service can lead to more satisfied customers and a higher likelihood of repeat visits. Moreover, CSI not only measures the current level of customer satisfaction but also helps in identifying areas for improvement (Ingaldi and Kotus, 2018). This proactive approach enables ferry terminal operators to implement changes that address specific passenger concerns. For example, if CSI data reveal that accessibility is a significant issue, operators can invest in better signage or more accessible facilities. By prioritizing these improvements, operators can significantly enhance the overall passenger experience.

IPA is a strategic framework used to help organizations prioritize areas for improvement by comparing the importance of various service attributes with their current performance levels (Chen, 2014; Zhang and Chow, 2004). This approach categorizes service attributes into four distinct quadrants: Concentrate Here, Keep Up the Good Work, Low Priority and Possible Overkill. The IPA method is particularly useful in service’s industries where multiple factors contribute to customer satisfaction (Matzler et al., 2003). It enables organizations to focus their resources on areas that are crucial to customers but are currently not performing well. For example, in the context of ferry terminals, IPA can be applied to evaluate elements such as the walking environment. This includes aspects like the clarity of signage, the design of stairways, and the maintenance of pathways. The effectiveness of IPA has been demonstrated across various industries, including transportation (Cao and Cao, 2017; Esmailpour et al., 2020; Grujičić et al., 2014). Their research showed how IPA could be used to identify key areas for improvement by highlighting discrepancies between what customers consider important and how well these areas are currently addressed.

For ferry terminals, applying IPA involves assessing various service attributes and plotting them into the four quadrants. Attributes that fall into the “Concentrate Here” quadrant are those that customers find very important but perceive as underperforming. By focusing on these areas, ferry terminal operators can make targeted improvements that have the greatest impact on customer satisfaction. For instance, if signage clarity is deemed important but is currently lacking, enhancing signage can significantly improve the passenger experience. The “Keep Up the Good Work” quadrant highlights areas where the service is already performing well and is valued by customers. Maintaining high standards in these areas ensures continued satisfaction. The “Low Priority” quadrant identifies aspects that are less important to customers, allowing organizations to allocate fewer resources to these areas. Finally, the “Possible Overkill” quadrant represents attributes that are performing well but may not be highly valued by customers. Resources can be redirected from these areas to those needing more attention.

The walking environment within ferry terminals plays a critical role in determining overall passenger satisfaction and safety (Kim et al., 2022). Key elements such as the condition and design of walkways, the clarity of directional signage and the accessibility of stairs significantly impact the passenger experience (Zhou and Ujang, 2024). Research underscores the importance of these factors, highlighting that the poorly maintained or inadequately designed facilities can lead to discomfort, inconvenience and even safety hazards. This is especially true for elderly passengers and those with mobility challenges. For instance, steep, narrow or unstable stairs can present significant difficulties for vulnerable groups, increasing the risk of accidents and reducing overall satisfaction. Such issues can create barriers to safe and comfortable navigation within the terminal, making it essential for operators to address these concerns proactively.

Employing methodologies such as CSI and IPA provides ferry terminal operators with valuable insights into how different aspects of the walking environment affect passenger perceptions. CSI helps in assessing the overall satisfaction with various terminal features, while IPA focuses on identifying which specific elements require attention based on their importance to passengers and their current performance (Martilla and James, 1977; Zhou and Ujang, 2024). By analyzing data from these methodologies, operators can pinpoint which elements of the walking environment need improvement. For example, if the clarity of directional signage is identified as both important and underperforming, it becomes a priority for enhancement. Similarly, if issues with stair design are highlighted, targeted modifications can be made to improve safety and accessibility.

Recent studies from 2023 to 2025 have demonstrated growing academic interest in the application of CSI and IPA across various transportation contexts. Suhanto et al. (2023) evaluated service satisfaction at A.A. Bere Tallo Atambua Airport using both tools revealed differences in performance perceptions among passengers, ground staff and commercial tenants. Achmadi and Widiarto (2025) applied the same methods to assess satisfaction with Indonesia’s “Whoosh” high-speed rail system, illustrating their applicability in land-based public transport.

In the field of urban transit, Irawan et al. (2024) applied IPA to analyze passenger satisfaction in the Trans Padang bus rapid transit system, emphasizing the significance of infrastructure and safety, both of which are closely related to pedestrian experience. Likewise, Mikuličić et al. (2024) integrated best-worst scaling into IPA to evaluate accessibility to public transport services in university environments, underlining the importance of reliability and ease of access.

In addition to CSI and IPA, other analytical frameworks have been introduced to enhance ferry service quality. For example, Shang et al. (2023) used Safety Quality Function Deployment (QFD) in Indonesia to enhance passenger safety by converting their needs into targeted service improvements. Furthermore, Chang et al. (2024) explored the behavioral aspects of passengers’ willingness to adopt autonomous ferry systems. While these studies provide valuable insights, they primarily focus on onboard safety and technological adoption, often overlooking the role of physical environments such as pedestrian accessibility and signage quality within terminal areas.

Although these research efforts have expanded the understanding of service quality in transport systems, the majority continue to concentrate on operational efficiency, technological solutions or procedural enhancements. Elements that directly affect pedestrian experience, including walkway condition, clarity of navigation and accessibility for the elderly or persons with disabilities, have received comparatively less attention. Even within maritime transportation, recent reviews such as that by Mikuličić et al. (2024) have identified a noticeable lack of research addressing the physical walking environment in ferry terminals.

To address this research gap, the present study integrates CSI and IPA into a single framework to evaluate both overall service quality and pedestrian-related features at the Yeosu Ferry Terminal in Korea. This data-driven approach helps terminal operators identify and prioritize the most critical aspects of the passenger experience. By focusing on key concerns such as the condition of walkways and the accessibility of stairs, this research offers meaningful theoretical contributions and actionable guidance for the inclusive design and effective management of ferry terminals, especially in coastal regions.

Data were gathered through a questionnaire with two main sections: (1) questions relating to the demographic characteristics of passengers such as age, gender, residential location, purpose and the frequency and (2) questions relating to passenger’s expectations and perceptions of the walking environment. This research conducted a survey in the Yeosu Coastal Ferry Terminal area. The walking environment of passengers is divided into five different periods, and each period includes many questions: (1) from the bus station to the ferry terminal (6 questions), (2) inside the ferry terminal (3 questions), (3) from ferry terminal to ferry (6 questions), (4) from ferry’s deck to cabin (5 questions) and (5) inside the ferry (3 questions) (see Figure 2).

The sampling method was carried out using an accidental sampling method by interviewing the passengers using the ferry service in Yeosu. These passengers are islanders, citizens who travel many times, or travelers who use the ferry service for the first time, and they use the ferry service for different purposes such as commuting, going sightseeing or going to a hospital. In order to having more accurate data, the study surveyed 104 passengers. These people would be best able to provide viewpoints for evaluating the walking environment at the Yeosu Coastal Ferry Terminal. Although the sample size of 104 respondents may appear limited, it reflects a diverse mix of ferry users, including island residents who depend on ferry services for commuting, education and healthcare, as well as tourists traveling for leisure. This variety ensures that key perspectives are represented in the findings.

It is acknowledged that the use of convenience sampling may introduce some degree of sampling bias, particularly in potentially underrepresenting users who were not available during the survey period. However, this approach was necessary due to practical constraints at the terminal and is commonly used in similar transport-related studies. For example, a recent study on pedestrian perceived safety by (Kim et al., 2024) surveyed 99 pedestrians across 9 walking environments and conducted field investigations to evaluate how walking infrastructure and traffic features affect perceived safety. Despite the relatively small sample size, the study produced meaningful and generalizable insights into the quality of walking environments. Another study analyzing marketing-related service perceptions in the Greater Jakarta bus system utilized a sample of 134 loyal passengers, while satisfaction research at Sultan Syarif Kasim II Airport involved 106 passengers and successfully described service quality variations across demographic segments (Nurmahdi, 2019; Rezfajri and Suhermin, 2022). These examples demonstrate that relatively small sample sizes are not uncommon in transportation satisfaction studies, particularly when the research is context-specific and targets clearly defined user groups. In this study, the sample of 104 included both regular local users and tourists with sufficient explanation prior, ensuring diversity in responses (Table 1). Therefore, the sample is considered sufficient to support the study’s analytical objectives and provides a valid foundation for drawing meaningful conclusions.

Passengers assessed their expectations and perceptions of the walking environment at the Yeosu Coastal Ferry Terminal using a Likert scale, which provided a structured way to gauge their satisfaction across five distinct dimensions (Table 2). The Likert scale ranged from 1 to 5, where 1 indicated strong dissatisfaction and 5 represented strong satisfaction (Joshi et al., 2015). Each dimension targeted specific aspects of the walking environment, such as ease of navigation, safety, cleanliness, accessibility and comfort. Passengers were asked to rate both their expectations before the ferry experience and their actual perceptions after using the facilities. This dual approach allows for a comprehensive evaluation of gaps between what passengers anticipate and what they experience in real-time. The ratings were collected independently for each question within the five dimensions, offering granular insights into the different factors contributing to overall satisfaction. By comparing these ratings, the study can identify areas where the walking environment meets or falls short of passenger expectations, thereby informing targeted improvements to enhance the ferry terminal’s usability and appeal.

This study employs the CSI and IPA as core methods due to their complementary strengths in assessing service quality. CSI quantifies overall satisfaction by aggregating passenger perceptions across multiple service attributes, while IPA identifies which specific elements are most important yet underperforming, providing clear priorities for improvement.

To ensure construct validity, all questionnaire items used to measure satisfaction with the walking environment were adapted from previously validated instruments in related studies on pedestrian satisfaction and transport service quality (Kim et al., 2024; Lee et al., 2023; Lee et al., 2021). These items were selected for their conceptual relevance and empirical support in assessing elements such as signage clarity, walkway condition and accessibility. The use of established scales helps ensure that the constructs measured in this study align with theoretical definitions in the literature.

Integrating these two approaches creates a comprehensive framework that not only measures satisfaction but also connects it with the physical design and usability of ferry terminals, especially walking-related features such as signage, stairs and pathways. Although CSI and IPA have been used in other transport settings, their combined applications in analyzing the pedestrian environment of ferry terminals remain rare. This study fills that gap by adapting these tools to a user-centered context in maritime transport, offering both theoretical contributions and practical insights for inclusive ferry terminal design. The study conducted the following steps as Table 3.

A questionnaire designed to collect data ensures that it is able to measure the things being measured. Therefore, the validity test indicated to the degree to which the test actually measures what it claims to measure. The validity test was calculated as Formula (1). If r_count > r_table, the questionnaire is valid, and if r_count < r_table, the questionnaire is invalid. r_table with n = 104 is 0.164.

where

• r_count: Pearson correlation is counted from the data

• n: number of respondents (n = 104)

• x_ij: question score i and respondent j

• y_ij: total score for respondent i

The reliability test is used to measure a questionnaire, and this is an indicator of a variable or construct. A questionnaire is considered to be reliable when the answer is consistent or stable over the time. One of the common methods to identify the reliability of data is Cronbach’s alpha. The Cronbach’s alpha statistical test was calculated by SPSS. The formula is as follows:

where

• α: Cronbach’s alpha

• k: total question

• $r̅$⁠: correlation average among variable

When the Cronbach’s alpha value of a construct or variable is greater than 0.6, it is reliable, and vice versa.

CSI is a common tool for analyzing customer satisfaction with the service or product of a company. In this study, CSI was used to identify the level of passenger satisfaction using a ferry service in Yeosu by looking at the level of importance of the ferry service. CSI is calculated as following steps:

• Step 1. Identify the Mean Importance Score (MIS) – passenger’s average expectation and Mean Satisfaction Score (MSS) – average performance with the ferry service.

where

• n: Number of respondents (n = 104)

• x_i: Performance value of attribute-X

• y_i: Importance value of attribute-Y

• Step 2. Identify Weight Factors (WF) – the proportion of the MIS value of each attribute to the total MIS value of all attributes.

• Step 3. Identify the Weighted Score (WS) is to multiply MSS by WF

• Step 4. Identify the Weight Average

• Step 5. Identify the CSI

A CSI value between 0 and 50% indicates that passengers are less satisfied with the service. Scores in the 51–65% range reflect that passengers are quite satisfied, indicating a moderate level of contentment. A CSI value between 66 and 80% shows that passengers are satisfied with the service, suggesting a generally positive experience. Finally, a CSI score between 81 and 100% signifies that passengers are very satisfied, indicating a high level of satisfaction with the ferry services provided.

IPA will detail each factor affecting passengers’ satisfaction with the walking environment by matching the importance with satisfaction. Factors with high level of importance for passengers, but low level of performance need to be prioritized. Values of importance and satisfaction are displayed in the IPA framework with four quadrants: possible overkill (Q1), keep up the good work (Q2), concentrate here (Q3) and low priority for managers (Q4) (Figure 3). Quadrants 1 and Quadrant 2 reflect that the passengers are satisfied with the walking environment, and improvement of factors in these quadrants is not necessary. By contrast, factors of high importance but low satisfaction in Quadrant 3 need urgent enhancement. Although the passengers’ satisfaction with the factors in Quadrant 4 is low, low importance denotes that there is no need to make greater efforts to improve these factors. Calculation of IPA includes the following steps: (1) identifying the attributes to measure, (2) separating the importance measure and the performance measure, (3) positioning the vertical axes (satisfaction) and horizontal axes (Importance) on the grid, and (4) analyzing the importance-performance.

A comparison between r_count and r_table is to test the validity of the importance and satisfaction level. The value of r_table is 0.164 with a significance level of 0.05 and degree of freedom of 102. The value of r_count for importance and satisfaction is calculated by SPSS 26.0 for windows software with 23 questions for 104 respondents collected in the questionnaire, and these values are presented Table 4. All questions used to assess the walking environment are valid because r_count for all questions of importance and satisfaction level is higher than r_table.

Table 5 shows the results of the reliability employing SPSS 26.0 for windows software. The value of Cronbach’s alpha for importance and performance variables is higher than 0.6, which proves the high internal consistency of the questionnaire. Furthermore, this also shows that all the attributes of the questions in the questionnaire are reliable.

This index shows the level of passenger’s satisfaction by looking at the importance of each aspect affecting the walking environment. The results of MIS, MSS, WF and WS are presented in Table 6. The value of CSI is identified by dividing the total WS by the highest scale used (HS = 5). The value of CSI of 78.60%, which is on a scale range from 66% to 80%, implies that passengers are in the criteria of “satisfaction” with the walking environment in the Yeosu ferry terminal. Although the value of CSI is in the satisfied criteria, the walking environment in the Yeosu ferry terminal area still have to improve because there is over 21% of passengers who have not been to be completely satisfied with the walking environment. The passenger’s satisfaction with the walking environment in each period was different. Table 6 shows the value of CSI for the walking environment in the whole Yeosu area and five detailed periods. The results of CSI show that CSI for the walking environment from the bus station to the ferry terminal and inside the ferry terminal is higher than the average CSI of Yeosu ferry terminal, while CSI of other periods is lower than the average CSI. On the one hand, this does not mean that passengers have a fully satisfaction with all factors of walking environment from the bus station to the ferry terminal and inside the ferry. It is still necessary to explore the factors affecting the passenger dissatisfaction during these periods. On the other hand, the lower CSI of other periods does not mean that all criteria of these periods do not meet the passenger requirements. Moreover, improvement of the passenger’s satisfaction does not need to be carried out in all dissatisfied factors because the resources are limited or the importance of these factors for customers is low.

In this study, an IPA was applied to identify the factors influencing customer satisfaction with the walking environment at the Yeosu Ferry Terminal. We conducted a passenger satisfaction survey across five areas surrounding the terminal. IPA is a quantitative method used to assess people’s perceptions of specific attributes related to a product, service or issue (Chowdhury and van Wee, 2020; Kim et al., 2020b; Pai et al., 2018). It is beneficial as it provides a clear picture of the importance of certain factors in relation to the satisfaction they bring to customers or users (Chen et al., 2022; Levenburg and Magal, 2004; Sumrit and Sowijit, 2023). Figure 4 shows the results of IPA for five periods with the average importance at 4.23 and the average satisfaction at 3.97. The IPA results align with the CSI findings, showing that passengers were dissatisfied with the walking environment from the bus station to the ferry terminal, between the terminal and ferry, from the deck to the cabin and inside the ferry. Based on the results of IPA, the walking environment met passengers’ requirements and does not need any improvement. Passengers consider that the walking environment inside the ferry terminal is important, but it has fulfilled what the passengers desire (Quadrant 2). Passengers are dissatisfied with the walking environment in other periods, but these factors are not important (Quadrant 4). However, it is necessary to detailed analysis of each period to identified sub-dimensions that need to improve performance. Even the walking environment inside the ferry terminal being on Quadrant 2 with high importance and satisfaction needed to pay attention to find out dissatisfied sub-dimensions.

The two dimensions of “quality of sidewalk” (Q1-2) and “public transportation” (Q1-3) belonging to the walking environment from bus stations to ferry terminals fell into Quadrant 2, which was characterized by both high importance and satisfaction. These factors can be interpreted as meeting the requirements of passengers already; thus, they need to be maintained. However, “signboard to ferry terminal” (Q1-4) requires the most immediate improvement in satisfaction because it is on Quadrant 3 with high importance but low satisfaction. “Signboard to ferry terminal” is very important, especially travellers who use the Yeosu’s ferry service for the first time, as the distance from bus stations to ferry terminal is long, and passengers have several ways to access the ferry terminal. However, lack of the signboards or the signboards hidden by obstacles caused a confusion for the passengers. As a result, the level of satisfaction with “signboard to ferry terminal” is low (Figure 5a). To improve this, more visible, consistently placed and multilingual signage should be installed, especially at key pedestrian junctions between the bus station and the terminal entrance. In addition, signs should be elevated and unobstructed by trees or street furniture to ensure visibility from a distance.

For the walking environment inside Yeosu’s ferry terminal, the first priority was to improve the variables of “chairs in ferry terminal” (Q2-3) and “walkway to gate for boarding” (Q2-2) because they fell into Quadrant 3, which means that the passengers considered these factors as very important, but the satisfaction level is under an average (Figure 5b). This may be the effect of government’s policies relating to preventing the spread of Covid-19 pandemic. The number of chairs inside the waiting area is a limitation of use to maintain the minimum distance from others. The lack of seats as well as chairs being in bad condition negatively affects passengers’ satisfaction, especially the elderly or passengers walking to the ferry terminal. In addition, the lack of separation between pedestrians and vehicles on the way to the boarding gate poses safety risks and reduces passenger satisfaction. To address these issues, additional chairs should be installed with improved spacing and upgraded to meet comfort standards, particularly for elderly users. The walking path from waiting areas to the gate should also be redesigned to include clear pedestrian lanes, physical barriers separating people from moving vehicles, and improved lighting to enhance safety and visibility at night.

In addition, several external factors may also influence passenger satisfaction with these environments. For instance, adverse weather conditions such as rain or high temperatures can make uncovered walkways uncomfortable and unsafe. Congestion around boarding areas, especially during peak travel times, may increase stress and reduce perceived safety. Moreover, outdated or poorly maintained infrastructure, including uneven surfaces or narrow paths, can further exacerbate negative experiences, particularly for elderly passengers or those with limited mobility. These contextual influences should be considered alongside IPA findings when interpreting user satisfaction.

Walking environment from ferry terminal to ferry is the variable which receives the less satisfaction from passengers, but this dissatisfaction is caused mainly by “convenience of ramp” (Q3-6) (Figure 5c). For passengers using ferry terminals, the convenience of the ramp is very important because the ramp being not in good condition may cause danger to passengers. However, the ramp of ferries in the Yeosu region is sloping and slippery. This brings out lot of the difficulties for the elderly or passengers who travel frequently, especially passengers with the luggage. Other factors meet the requirements of passengers, so it is unnecessary to improve them.

It is recommended to reconstruct the ramp with non-slip materials and reduce the slope gradient in accordance with universal accessibility standards. Installing handrails on both sides and providing tactile paving would further support safe and inclusive use for mobility-impaired users.

Results of IPA relating to the walking environment from the ferry desk to the cabin show that there are no variables falling into Quadrant 3 which need to improve performance immediately. However, it is necessary to increase the efforts to improve the dimension of “slope of stairs” (Q4-1) because lot of the female or elder passengers are not satisfied with this aspect (Figure 5d). Although not marked as a priority quadrant, the staircase slope can be addressed by reducing steepness, adding anti-slip finishes, and installing handrails and resting landings at intervals to assist older passengers.

Finally, the variable of “path to restroom” (Q5-2) in the walking environment inside a ferry is highly important due to the necessity for accessible facilities for travelers (Figure 5e). However, satisfaction is often because the restrooms are not well-maintained, resulting in a dirty environment that detracts from the user experience. Also, the restrooms do not clearly separate men’s and women’s areas, which leads to confusion and discomfort. The signboard directing visitors to the restrooms is also unclear, making it difficult for travelers to locate the facilities. These factors contribute to a lower level of satisfaction despite the essential need for a well-marked and hygienic restroom path. To resolve this issue, clear visual signage indicating restroom locations and gender separation should be added at multiple points throughout the ferry cabin. Regular cleaning schedules should be implemented and monitored, and restroom layout should be redesigned to enhance privacy, hygiene and accessibility.

Following the validation of the survey instrument and confirmation of internal consistency (Section 4.1), the study examined overall satisfaction levels using the CSI (Section 4.2) and identified key factors influencing passenger perceptions through IPA (Section 4.3). Building on these findings, it is also necessary to investigate whether satisfaction with the walking environment differs across passenger demographics. This additional analysis provides a more nuanced understanding of user experience by exploring how factors such as gender, age and frequency of ferry use may shape satisfaction levels.

To explore these potential differences, independent-sample t-tests and one-way ANOVA were conducted, with results interpreted in relation to the IPA findings to better understand which demographic groups are more likely to experience dissatisfaction in specific aspects of the walking environment.

Gender-based analysis revealed statistically significant differences across six variables (Table 7). Female passengers consistently reported lower satisfaction levels than male passengers, particularly with signage leading to the ferry terminal (Q14), walkway conditions (Q34), ramp convenience (Q52), and seating and boarding pathways within the terminal (Q43–Q45). These findings are consistent with the IPA results that placed “signboard to ferry terminal” and “walkway to gate for boarding” in Quadrant 3 (high importance but low satisfaction), emphasizing the need for clear wayfinding and safer infrastructure. The dissatisfaction among female passengers could be attributed to the visibility of signage, walking surface conditions and lack of separation from vehicular movement—factors that may especially impact women traveling alone or with children.

Age-based comparisons also yielded significant differences in satisfaction (Table 8). Passengers over the age of 60 reported notably lower satisfaction in key areas such as signage (Q14), stair slope (Q36), seating (Q41) and ramp usage (Q15). This result aligns with IPA findings for the dimension “slope of stairs” (Q4-1), which although not located in Quadrant 3, was highlighted in qualitative observations as an issue for elderly users. The analysis suggests that older passengers are more sensitive to physical barriers such as steep slopes, lack of handrails or limited resting areas during their walking experience—issues that are exacerbated by reduced mobility.

Differences in satisfaction based on frequency of ferry use were tested using one-way ANOVA (Table 9). Significant effects were found in Q34, Q36 and Q41, indicating that frequent users expressed lower satisfaction with signage, stair slope and terminal seating. This pattern implies that passengers who use the terminal regularly are more aware of its deficiencies. For instance, the dissatisfaction with “walkway to gate” and “chairs in terminal” reflects how repeated exposure to inconvenient or unsafe infrastructure can lead to accumulated frustration. These factors are also highlighted in the IPA (Figure 5b) as priorities for improvement despite their seemingly acceptable average satisfaction scores.

In summary, demographic differences reveal that female passengers, elderly individuals and frequent users are more likely to experience dissatisfaction with key elements of the walking environment. These insights not only reinforce the IPA findings but also underline the need for inclusive, targeted interventions. Enhancing signage clarity, improving the condition and safety of walkways, and ensuring accessible, well-maintained rest areas can substantially elevate the travel experience for all user groups, especially those with specific physical or informational needs.

This study examined passenger satisfaction with the walking environment at Yeosu Ferry Terminal by employing an integrated approach using the CSI and IPA. The results confirmed the validity and reliability of the survey instrument and revealed significant variations in satisfaction across different phases of the passenger journey. Factors such as signage clarity, accessibility of ramps and stairs, seating availability, and restroom conditions were found to have a considerable impact on user experience. These insights are particularly important for vulnerable groups, including elderly passengers, female travelers and frequent ferry users, who consistently reported lower levels of satisfaction in key areas.

The findings carry important implications for ferry terminal management and public transport policy. Targeted interventions, such as improving signage systems, expanding seating in waiting areas, upgrading ramps and staircases, and enhancing restroom accessibility, should be prioritized. These improvements not only address current user needs but also contribute to broader goals in inclusive transport and universal design. Moreover, integrating smart technologies, such as real-time monitoring and digital wayfinding, can enhance the responsiveness and efficiency of facility management, creating a more adaptive and passenger-focused terminal environment.

Beyond the case of Yeosu, the study offers a replicable framework that can be applied in similar coastal or island contexts where walking environments are integral to service quality. The potential long-term impacts of such interventions include improved safety, stronger passenger trust, and increased use of ferry services. From a policy standpoint, these improvements align with sustainable transport objectives and urban development strategies that emphasize accessibility, equity, and multimodal connectivity. Although certain upgrades may require substantial investment, the expected benefits, in terms of reduced accident risks, increased satisfaction and better service performance, support the rationale for resource allocation.

Several limitations should be acknowledged. First, the study was limited to a single terminal, which may restrict the generalizability of findings to other locations. Second, the use of convenience sampling and a sample size of 104 respondents, while sufficient for exploratory purposes, may not fully capture the diversity of user experiences. Third, the study relies exclusively on self-reported data, which may be influenced by respondent bias. Despite these constraints, the findings remain valuable in highlighting specific areas for service improvement and in shaping a practical approach to pedestrian-centered evaluation in ferry terminals.

Future research should expand this analysis to multiple ferry terminals across different regions to compare service conditions and identify common versus context-specific challenges. Longitudinal studies are also recommended to examine how satisfaction evolves over time, particularly following targeted improvements in infrastructure or service delivery. Additionally, incorporating observational or sensor-based data can offer richer, real-time insights into passenger behavior and space utilization, thus complementing the subjective findings of survey-based evaluations.

In conclusion, this study advances our understanding of how walking environments within ferry terminals influence passenger satisfaction and provides a practical basis for infrastructure planning and policy formulation. By focusing on both technical attributes and user perceptions, the research contributes to building more accessible, inclusive and efficient maritime transport systems.