The Indonesian Statistics Bureau reported a 5.01% (year-on-year) increase in the Indonesian economy in the first quarter of 2022 compared to 2021. The role of ports is one of the factors influencing Indonesia's economic growth. Port activities are critical to the growth of industry and international trade, including both export and import trade, as well as business segments that contribute significantly to Indonesia's development. The Semayang port is a crucial economic gateway in the East Kalimantan province, one of Indonesia's largest coal producers. In this study, a gap analysis was performed to examine the development of coal ship-to-ship (STS) services to improve the infrastructure in distributing new stones throughout Indonesia. To improve existing vessel services at Semayang port, a discriminant analysis of the level of satisfaction with the services provided thus far is required. The result indicated that waiting time and the number of pilots impact ship services the most. The discriminant equation shows that all predictor variables are dominant for predicting differences in customer satisfaction groups with a 57% accuracy. For each survey result, the satisfaction level and expectations are higher than the average, while service users’ satisfaction and expectations are lower than the average.