Analisis Pengaruh Kualitas Layanan Digital, Kepercayaan, dan Keamanan TerhadapKepuasan Penumpang Pada Penggunaan Layanan Face Recognition Boarding Gate PT Kai (Persero) Stasiun Malang Kota Baru

Abstract

Abstract

The following research aims to analyze the impact of digital service quality, trust, and security on passenger satisfaction among users of the Face Recognition Boarding Gate service at PT KAI (Persero), Malang Kota Baru Station. This research employed a quantitative approach with a sample of 110 respondents selected with a purposive sampling technique. The questionnaire is a way of collecting data and its analysis uses multiple linear regression with the help of SPSS software. The finding shown that digital service quality, trust, and security have a positively and significantly effect on passenger satisfaction. The significance values for each variable are 0.001 for digital service quality, 0.002 for trust, and 0.000 for security. Furthermore, the Adjusted R Square score of 0.817 shown that 81.7% of the variation in passenger satisfaction can be explained by these three variables, while the remaining 18.3% is affected by other factors not examined in the following research. Based on the findings, it can be concluded that digital service quality, trust, and security are crucial factors in enhancing passenger satisfaction among users of the Face Recognition Boarding Gate service at PT KAI (Persero), Malang Kota Baru Station.

Keywords: Digital Service Quality, Trust, Security, Passenger Satisfaction, Face Recognition Boarding Gate