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Quantitative analysis reveals factors of user resistance to KAI Access e-boarding pass, indicating data security issues and technical difficulties.
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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Faiz et al. (2025) studied this question.
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