Developments of tourist attraction in Langkawi are rapid. However, the main transportation in travelling to the island of Langkawi has not been on par with the development of the other sectors. The ferry service has been long in operation with issues to solve long overdue. A mixed-method approach addresses the knowledge gap of focusing on the customer satisfaction of the ferry service. A set of questionnaires based on a developed SERVQUAL theory with an addition of a variable and a focus group discussion with the operators of the ferry service. This is to obtain both sides of a business which are the consumers and the providers. Clear patterns among passengers of the ferry service from a sample that comes from tourists and the locals of the island. The focus group discussion provided us the qualitative data focusing on the safety aspects of the service. We discover that the developed SERVQUAL theory with some of the variables are lacking and needs to be an area of concern to improve and contribute to customer satisfaction of the ferry service.