Development of an Online Ticket Booking System as a Solution to Long Queues at the Bengkalis–Pakning Ferry Port

Abstract

The high number of passengers at Bengkalis-Pakning Port often causes long queues due to an inefficient conventional ticketing system. This study aims to address this issue by designing an online ticket booking system. Using a descriptive qualitative approach, data was collected through in-depth interviews, direct observation, and secondary data analysis. The results of the study identified several key root causes: slow manual transaction processes with an average of 2-3 minutes per vehicle, uncertainty regarding schedule information and capacity availability, dependence on cash payments, and inefficient and error-prone manifest recording. As a solution, a conceptual design for an online ticket booking system was formulated, which includes key features such as an intuitive interface, digital payment integration, QR code-based ticket issuance, and a real-time information center. The implementation of this system is projected to significantly reduce queues, improve data accuracy, and optimize port operational performance. This design serves as a practical foundation for the digital transformation of ferry services in Bengkalis-Pakning.