Adoption of Face Recognition Technology in Airports: Impacts on Passenger Switching Behavior and Service Recovery

Abstract

Airports have an important role in maintaining the country's security, requiring strict supervision of the immigration process. Several international airports have used self-service auto gates with a face recognition system to help speed up the departure and arrival process for international routes and reduce queues. Face recognition is the detection of personal data on an object used in the analysis process. The research uses descriptive quantitative methods with a population of international route passengers from June to August 2024. The sampling technique used is purposive sampling. The primary data was taken from a questionnaire extended to 113 respondents of international routes with the analytical tool SmartPLS 4. This research will conduct validity and reliability tests, then conduct regression tests to determine the influence between variables and test hypotheses so that the impact of Switching Behavior on Customer Satisfaction, Service Recovery on Customer switching behavior, and Switching Behavior on Customer satisfaction can be answered. The result of the research showed a positive significant influence of switching behavior and service recovery on customer satisfaction. There are certain limitations to this research, it was limited to the discussion of non-PM 41 lineups at Soekarno Hatta airport from international routes. So, It is hoped that future research can be conducted that focuses more on other digital service transformations at Indonesian airports, with the addition of service failure and customer loyalty variables.