ANALYSIS OF FACTORS AFFECTING FACE RECOGNITION USER SATISFACTION AT SURABAYA GUBENG STATION
DOI:
https://doi.org/10.37367/jpi.v9i2.371Keywords:
User Satisfaction, Face Recognition, End User Computing Satisfaction, Structural Equation Modeling, Surabaya Gubeng StationAbstract
PT KAI has innovated the boarding process by implementing a self-service Face Recognition (FR) facility, which has been used at Surabaya Gubeng Station since March 2023. This study aims to analyze passengers' perceptions of satisfaction with the use of FR at Surabaya Gubeng Station. The research method used is End User Computing Satisfaction (EUCS) with five variables: content, accuracy, format, ease of use, and timeliness to measure users' perceptions of FR at Surabaya Gubeng Station. The data was processed using the Structural Equation Modelling (SEM) method, assisted by the SmartPLS version 4.1.2 application. SEM involves three tests: measurement model analysis (convergent validity, discriminant validity, and reliability tests), structural model analysis (multicollinearity and hypothesis tests), and model goodness and fit analysis (coefficient of determination and model fit test). Convergent and discriminant validity tests, as well as reliability tests, showed that all indicators in each variable are valid and reliable. The multicollinearity test also indicated no collinearity. However, in the hypothesis test, the variables content and ease of use did not affect the satisfaction of FR users at Surabaya Gubeng Station. On the other hand, the variables accuracy, format, and timeliness did affect user satisfaction. The study concluded that 69.7% of FR users are satisfied with the use of FR at Surabaya Gubeng Station.
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