<![CDATA[This study aims to evaluate user satisfaction with the face recognition-based boarding pass system at Tegal City Station. A quantitative survey of 22 respondents was used, analyzed using the Servqual approach, which encompasses five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The analysis revealed a gap between user expectations and perceptions, particularly in the empathy, assurance, and responsiveness dimensions. Users still experienced technical difficulties, a lack of socialization, and suboptimal service from staff. Although the system is considered modern and efficient, its service and reliability need improvement. This study recommends improving technical quality, staff training, and providing user guides to ensure the system’s acceptance and optimal utilization.Penelitian ini bertujuan untuk mengevaluasi tingkat kepuasan pengguna terhadap sistem boarding pass berbasis face recognition di stasiun Kota Tegal. Metode yang digunakan adalah survei kuantitatif terhadap 22 responden dan dianalisis menggunakan pendekatan servqual, yang mencakup lima dimensi: tangibles, reliability, responsiveness, assurance, dan empathy. Hasil analisis menunjukkan adanya kesenjangan (gap) antara harapan dan persepsi pengguna, terutama pada dimensi empathy, assurance, dan responsiveness. Pengguna masih mengalami kendala teknis, kurangnya sosialisasi, serta layanan petugas yang kurang optimal. Meskipun sistem dianggap modern dan efisien, aspek pelayanan dan keandalan sistem perlu ditingkatkan. Penelitian ini merekomendasikan peningkatan kualitas teknis, pelatihan petugas, serta penyediaan panduan penggunaan agar sistem dapat diterima dan dimanfaatkan secara maksimal.]]>
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