Kajian kepuasan penumpang pengguna face recognition pada sistem boarding pass di Stasiun Madiun
DOI:
https://doi.org/10.31004/jutin.v7i4.36402Keywords:
Passenger satisfaction, Boarding pass, Transportation, Train, StationAbstract
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.References
Bungin, Burhan. (2006). Sosiologi Komunikasi Teori, Paradigma, dan Diskursus Teknologi Komunikasi di Masyarakat, Jakarta: Kencana Prenada Media Group.
Parasuraman et al. (2005, Januari 21). A Multiple-Item Scale for Assessing Electronic Service Quality. (M.-H. Huang, Ed.) Journal of Service Research Vol. 7, No. X (DOI: 10.1177/1094670504271156), Volume 7, No. X(Volume 7, Issue 3 - https://journals.sagepub.com/toc/jsra/7/3), 23-233. doi:DOI: 10.1177/1094670504271156 - https://doi.org/10.1177/1094670504271156
PM PANRB No. 29. (2022). Pemantauan Dan Evaluasi Kinerja Penyelenggaraan Pelayanan Publik (1 ed., Vols. BN.2022/No.672, jdih.menpan.go.id: 9 hlm.). (K. P. INDONESIA, Ed.) Jakarta, DKI Jakarta, Indonesia: Direktorat Utama Pembinaan dan Pengembangan Hukum Pemeriksaan Keuangan Negara. doi:https://peraturan.bpk.go.id/Details/231426/permen-pan-rb-no-29-tahun-2022
Samaji, R. (2015). Strategi Pengembangan Ekowisata Nglanggeran dalam Upaya
Meningkatkan Pendapatan Masyarakat Desa Nglanggeran Kecamatan Patuk Kabupaten Gunungkidul. Universitas Muhammadiyah Yogyakarta, Ekonomi. Yogyakarta: Universitas Muhammadiyah Yogyakarta.
Iswanto, A. P., & Wirawan, W. A. (2020). Community Characteristics in the Use of the Madiun-Surabaya Railway and Bus Transportation Mode. Jurnal Perkeretaapian Indonesia (Indonesian Railway Journal), 4(1). https://doi.org/10.37367/jpi.v4i1.108
Taufiqurokhman, & Satispi, E. (2018). Teori dan Perkembangan Manajemen Pelayanan Publik (Cetakan Pertama ed., Vol. 1). (U. P. 2018, Ed.) Tangerang Selatan, Banten, Indonesia: UMJ PRESS 2018. doi:http://repository.stikim.ac.id/index.php/home/set_download/MTU5OTQ
Undang Undang No. 25. (2009). Pelayanan Publik (Vols. LN. 2009/ No.112 , TLN NO. 5038, LL SETNEG : 45 HLM). (D. P. Indonesia, Ed.) Jakarta, DKI Jakarta, Indonesia: Direktorat Utama Pembinaan dan Pengembangan Hukum Pemeriksaan Keuangan Negara. doi:https://peraturan.bpk.go.id/Details/38748/uu-no-25-tahun-2009
Wang , Z., Galea, E. R., Grandison , A., Ewer , J., & Jia, F. (2021, November 15). A coupled Computational Fluid Dynamics and Wells-Riley model to predict COVID-19 infection probability for passengers on long-distance trains. (B. M. Georgios Boustras, Ed.) Safety Science, Volume 147, March 2022, 105572(Safety Science Volume 147, March 2022, 105572), 1-18. doi:https://doi.org/10.1016/j.ssci.2021.105572
Wulandari, S. (2023, Oktober 30). Improving The Quality Of Public Services Through The Sp4n-Lapor! Complaint Application At The Ministry Of State Apparatus Empowerment And Bureaucratic Reform. (M. I. Prof. Dr. Fernandes Simangunsong, Ed.) Jurnal Ilmiah Wahana Bhakti Praja, Vol 13 No 2 (2023)(Vol 13 No 2 (2023)), 152-166. doi:DOI: https://10.33701/jiwbp.v13i2.3627
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Ahmad Ependi, Nyimas Arnita Aprilia, Ramadian Derbyandika
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.