Purpose: Quality of the service and effectiveness of service operations system are considered as important aspects of achieving the customers' satisfaction of any service organization. The goal of this research is to see how the quality of inland transportation services affects passenger happiness. The research was exploratory in nature, and factor analysis was utilized to determine the most important elements influencing passenger satisfaction with service quality. Passengers will be disappointed to learn that there is no canteen available. The rest of the launch terminal is in good shape. We also made some suggestions for improvements that would boost passenger happiness. Research methodology: SEM methodology has been extensively employed in research to study the causal links. SEM methodology has grown increasingly common in-service quality measurement study. It is hypothesized that socio-economic as well as launch service factors affect the maritime passenger vessel SQ. Results: This study makes empirical contributions to hospitality and tourism marketing literature especially in the way the ferry service can be upgraded. The results obtained via the definition of fuzzy number and linguistic level together with their membership functions as methods to measure service quality. The results also help the ferry company to better understand how the customers view their services. Limitations: During the data collection phase of this study, some unanticipated issues arose, causing the study to be postponed. The following are some of the issues: The personnel at the launch terminal were not particularly cooperative. Passengers and employees were uncooperative when it came to replying. Due to a time constraint, data for a single day was obtained; nevertheless, for an accurate data result, data for the entire year must be obtained. Contribution: The findings of this investigation will contribute to a better understanding of Launch SQ. The most crucial aspect is that it connects passenger demand to Launch SQ. Individual observations are used to generate the results in this thesis. The identification of key SQ variables that influence overall SQ can surely aid in improving SQ with low resources. The analysis yielded the following recommendations.