Work

Kajian kepuasan penumpang pengguna face recognition pada sistem boarding pass di Stasiun Madiun

Year: 2024

Type: article

Abstract: This study aims to evaluate passenger satisfaction with the use of Face Recognition technology in the boarding pass system at Madiun Station. This technology was adopted to improve the efficiency of the boarding process and reduce queues, but it still creates different perceptions among users regarding its convenience. The study used the SERVQUAL method to measure service quality with five main dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Data was collected through questionnaires to 100 respondents, long-distance train users who boarded from Madiun Station. The results showed a gap between user expectations and system performance, especially in the Tangibles and Reliability dimensions. This study recommends improvements in the operation of Face Recognition technology and increased socialization to passengers to better understand and accept this system.

Source: Jurnal Teknik Industri Terintegrasi

DOI: 10.31004/jutin.v7i4.36402

Authors: Ahmad Ependi, Nyimas Arnita Aprilia, Ramadian Derbyandika

Institutions: Politeknik Perkeretaapian Indonesia, Politeknik Transportasi Darat Bali, Politeknik Transportasi Darat Indonesia - STTD

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Industry, innovation and infrastructure

Open Access status: diamond

OpenAlex ID: W4405167616

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