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

Authors

  • Ahmad Ependi Politeknik Transportasi Darat Bali & Politeknik Perkeretaapian Indonesia Madiun
  • Nyimas Arnita Aprilia Politeknik Politeknik Transportasi Darat Indonesia STTD
  • Ramadian Derbyandika Politeknik Perkeretaapian Indonesia Madiun

DOI:

https://doi.org/10.31004/jutin.v7i4.36402

Keywords:

Passenger satisfaction, Boarding pass, Transportation, Train, Station

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.

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Published

2024-10-15

How to Cite

Ependi, A. ., Aprilia, N. A. ., & Derbyandika, R. . (2024). Kajian kepuasan penumpang pengguna face recognition pada sistem boarding pass di Stasiun Madiun. Jurnal Teknik Industri Terintegrasi (JUTIN), 7(4), 2409–2421. https://doi.org/10.31004/jutin.v7i4.36402

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Section

Articles of Research