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Analysis of User Behavior in Face Recognition Boarding Gate Services Towards the Satisfaction of Long-Distance Train Passengers Using the UTAUT2 Model

Journal of Advances in Information Systems and Technology · Vol. 7 No. 1 (2025) · hlm. 82–97

DOI
10.15294/jaist.v7i1.9879
ISSN
2715-999X, 2714-9714
Terbit
2025-06-19
Penerbit
Universitas Negeri Semarang
Bahasa
eng
Lisensi
creativecommons.org/licenses/by-sa/4.0/

Abstrak

In the era of Industry 4.0, the adoption of technology has become crucial for enhancing performance, efficiency, usability, and sustainability in various sectors, including transportation. PT Kereta Api Indonesia (Persero), the largest railway company in Indonesia, has implemented Face Recognition Boarding Gate technology to improve the passenger experience by simplifying the train departure process. However, the deployment of facial recognition technology in the transportation sector also raises significant concerns regarding data security and privacy. This study aims to analyze the impact of using Face Recognition Boarding Gate technology on the satisfaction of long-distance train passengers, employing the UTAUT2 model as a theoretical framework. The research utilizes a quantitative method with purposive sampling to select respondents, focusing on users aged 17 and above who have used the service at least once. A total of 166 valid responses were collected through online questionnaires. The collected data was processed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with the aid of Google Colab. The analysis results stated that 7 out of 9 proposed hypotheses were accepted, corresponding to an acceptance rate of 77%. Specifically, performance expectancy, effort expectancy, and perceived security were found to have a direct positive impact on passenger satisfaction. Additionally, hedonic motivation and habit significantly influenced behavioral intention, which in turn had a positive effect on satisfaction and use behavior. The findings of this research provide valuable insights for service providers, highlighting the importance of addressing security and privacy concerns while enhancing the overall user experience. Furthermore, the study offers a useful reference for future researchers interested in exploring the adoption and impact of advanced technologies in the transportation sector.

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  • State University of Semarang
  • Universitas Nahdlatul Ulama Blitar
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Rekan penulisOrganisasiArtikel bersama
Muh. SholehAfiliasi tidak diketahui2
Martanto Setyo HusodoAfiliasi tidak diketahui2
Riza ArifudinState University of Semarang2
Deonisius Germandy Cahaya PutraAfiliasi tidak diketahui2
Vivi WulandariAfiliasi tidak diketahui2
Resta AdityatamaAfiliasi tidak diketahui2
Taripar Matius AlexanderAfiliasi tidak diketahui1
Florentina Yuni AriniState University of Semarang1
Athoillah AthoillahAfiliasi tidak diketahui1
Endang SugihartiState University of Semarang1
Kholiq BudimanAfiliasi tidak diketahui1
zaenal abidinAfiliasi tidak diketahui1
Alfath YanuartoAfiliasi tidak diketahui1
Dinar Diaz SeptianAfiliasi tidak diketahui1
Akhmad MunawarAfiliasi tidak diketahui1
Andika Enggal RamadhanAfiliasi tidak diketahui1
Bhekti KumorowatiAfiliasi tidak diketahui1
Sugianto SugiantoUniversitas Nahdlatul Ulama Blitar1
Cahya WulandariState University of Semarang1
Muhamad Sayuti HassanAfiliasi tidak diketahui1
Zidney Ilma Fazaada EmhaAfiliasi tidak diketahui1
Angel Novita SinuratAfiliasi tidak diketahui1
Devi Tri WidyantiAfiliasi tidak diketahui1
Much Azis MuslimAfiliasi tidak diketahui1
Ahmad WarsunAfiliasi tidak diketahui1
Pradistia Edo KristiantoAfiliasi tidak diketahui1
Syehudin SyehudinAfiliasi tidak diketahui1
Alamsyah AlamsyahState University of Semarang1
Hendi SusantoAfiliasi tidak diketahui1
Annisya Dira PrastiwiAfiliasi tidak diketahui1
Adham Satria FirmansyahAfiliasi tidak diketahui1
Luthfi Ilham Agus PratamaAfiliasi tidak diketahui1
Muhammad Zaenal MuttaqinAfiliasi tidak diketahui1
Dian Tri WiyantiState University of Semarang1
Dante AlighiriState University of Semarang1
Priyantini WidiyaningrumAfiliasi tidak diketahui1
Agus YuliantoAfiliasi tidak diketahui1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/jaist/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 6 Nov 2026.
Metadata asli (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<dc:title xml:lang="en">Analysis of User Behavior in Face Recognition Boarding Gate Services Towards the Satisfaction of Long-Distance Train Passengers Using the UTAUT2 Model</dc:title>
	<dc:creator xml:lang="en">Amaliyah, Tazkiyatun Aeni </dc:creator>
	<dc:creator xml:lang="en">Putra, Anggyi Trisnawan </dc:creator>
	<dc:subject xml:lang="en">Satisfaction</dc:subject>
	<dc:subject xml:lang="en">Face Recognition Boarding Gate</dc:subject>
	<dc:subject xml:lang="en">UTAUT2</dc:subject>
	<dc:subject xml:lang="en">Biometric Technology</dc:subject>
	<dc:description xml:lang="en">In the era of Industry 4.0, the adoption of technology has become crucial for enhancing performance, efficiency, usability, and sustainability in various sectors, including transportation. PT Kereta Api Indonesia (Persero), the largest railway company in Indonesia, has implemented Face Recognition Boarding Gate technology to improve the passenger experience by simplifying the train departure process. However, the deployment of facial recognition technology in the transportation sector also raises significant concerns regarding data security and privacy. This study aims to analyze the impact of using Face Recognition Boarding Gate technology on the satisfaction of long-distance train passengers, employing the UTAUT2 model as a theoretical framework. The research utilizes a quantitative method with purposive sampling to select respondents, focusing on users aged 17 and above who have used the service at least once. A total of 166 valid responses were collected through online questionnaires. The collected data was processed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with the aid of Google Colab. The analysis results stated that 7 out of 9 proposed hypotheses were accepted, corresponding to an acceptance rate of 77%. Specifically, performance expectancy, effort expectancy, and perceived security were found to have a direct positive impact on passenger satisfaction. Additionally, hedonic motivation and habit significantly influenced behavioral intention, which in turn had a positive effect on satisfaction and use behavior. The findings of this research provide valuable insights for service providers, highlighting the importance of addressing security and privacy concerns while enhancing the overall user experience. Furthermore, the study offers a useful reference for future researchers interested in exploring the adoption and impact of advanced technologies in the transportation sector.</dc:description>
	<dc:publisher xml:lang="en">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2025-06-19</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/journals/jaist/article/view/9879</dc:identifier>
	<dc:identifier>10.15294/jaist.v7i1.9879</dc:identifier>
	<dc:source xml:lang="en">Journal of Advances in Information Systems and Technology; Vol. 7 No. 1 (2025): April; 82-97</dc:source>
	<dc:source>2715-999X</dc:source>
	<dc:source>2714-9714</dc:source>
	<dc:source>10.15294/jaist.v7i1</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/journals/jaist/article/view/9879/4476</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2025 Journal of Advances in Information Systems and Technology</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by-sa/4.0/</dc:rights>
</oai_dc:dc>