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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) · pp. 82–97

DOI
10.15294/jaist.v7i1.9879
ISSN
2715-999X, 2714-9714
Published
2025-06-19
Publisher
Universitas Negeri Semarang
Language
eng
License
creativecommons.org/licenses/by-sa/4.0/

Abstract

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.

Keywords

Collaboration network of the authors

39 authors · 76 co-authorship links · 4 across different organisations

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • State University of Semarang
  • Universitas Nahdlatul Ulama Blitar
  • Institut Teknologi Kalimantan
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Muh. SholehAffiliation unknown2
Martanto Setyo HusodoAffiliation unknown2
Riza ArifudinState University of Semarang2
Deonisius Germandy Cahaya PutraAffiliation unknown2
Vivi WulandariAffiliation unknown2
Resta AdityatamaAffiliation unknown2
Taripar Matius AlexanderAffiliation unknown1
Florentina Yuni AriniState University of Semarang1
Athoillah AthoillahAffiliation unknown1
Endang SugihartiState University of Semarang1
Kholiq BudimanAffiliation unknown1
zaenal abidinAffiliation unknown1
Alfath YanuartoAffiliation unknown1
Dinar Diaz SeptianAffiliation unknown1
Akhmad MunawarAffiliation unknown1
Andika Enggal RamadhanAffiliation unknown1
Bhekti KumorowatiAffiliation unknown1
Sugianto SugiantoUniversitas Nahdlatul Ulama Blitar1
Cahya WulandariState University of Semarang1
Muhamad Sayuti HassanAffiliation unknown1
Zidney Ilma Fazaada EmhaAffiliation unknown1
Angel Novita SinuratAffiliation unknown1
Devi Tri WidyantiAffiliation unknown1
Much Azis MuslimAffiliation unknown1
Ahmad WarsunAffiliation unknown1
Pradistia Edo KristiantoAffiliation unknown1
Syehudin SyehudinAffiliation unknown1
Alamsyah AlamsyahInstitut Teknologi Kalimantan1
Hendi SusantoAffiliation unknown1
Annisya Dira PrastiwiAffiliation unknown1
Adham Satria FirmansyahAffiliation unknown1
Luthfi Ilham Agus PratamaAffiliation unknown1
Muhammad Zaenal MuttaqinAffiliation unknown1
Dian Tri WiyantiState University of Semarang1
Dante AlighiriState University of Semarang1
Priyantini WidiyaningrumAffiliation unknown1
Agus YuliantoAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/jaist/oai, first harvested 6 Nov 2026, last seen 8 Nov 2026.
Original metadata (oai_dc) 
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	<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>