Evaluation of User Resistance to E-Boarding Pass  on KAI Access: A Case Study at Tegal Station

Naufal Al Faiz; Lucky Andrian Putra Laksana; Rizal Aprianto

doi:10.59934/jaiea.v5i1.1245

Authors

Naufal Al Faiz Politeknik Keselamatan Transportasi Jalan
Lucky Andrian Putra Laksana Politeknik Keselamatan Transportasi Jalan
Rizal Aprianto Politeknik Keselamatan Transportasi Jalan

DOI:

https://doi.org/10.59934/jaiea.v5i1.1245

Keywords:

E-Boarding Pass, Technology Resistance, Digital Transportation, Service Innovation, Digital Literacy

Abstract

This study analyzes factors influencing user resistance to the e-boarding pass system of KAI Access at Tegal Station using quantitative methods through questionnaires administered to 100 respondents. The results indicate that 48% of users still prefer physical tickets (CTM) due to three primary factors: 1) technical difficulties 46%, 2) data security concerns 52%, and 3) lack of socialization efforts 83%. However, 81% of respondents believe video tutorials could enhance their understanding of the system. Based on these findings, the study recommends: simplifying the application interface, improving data security education, and implementing intensive visual-based socialization programs to promote more inclusive adoption of the digital ticketing system.

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