PENGARUH KUALITAS LAYANAN (RELIABILITY,ASSURANCE, EMPATHY, TANGIBLE, RESPONSIVENESS)TERHADAP KEPUASAN PELANGGAN PADA SISTEM FACE RECOGNITION (FR) BOARDING GATE (Studi pada FR Boarding Gate di Stasiun Malang Kota)

This study aims to determine the effect of service quality on customer
satisfaction through the Self Face Recognition Boarding Gate system at Malang
Kota Station. The focus of the study is all customers who use Self Face
Recognition at Malang Kota Station. The method used is a quantitative approach
with the relationship between variables through hypothesis testing using SPSS 25
analysis. The number of respondents in the study was 100 who were selected
using the accidental sampling technique. The results of the analysis are detailed
according to the evidence which shows that simultaneously service quality has a
significant effect on customer satisfaction, but partially the dimensions of
reliability, empathy and tangible do not have a significant effect. This shows that
this insignificance can be caused by customer perceptions that consider these
aspects as something that is natural for public services, so that they do not have a
strong impact on customer satisfaction.
Keywords: Service Quality, Customer Satisfaction, Face Recognition (FR)