Abstract :

This study explores the acceptance of AI in Facial Recognition Technology among Generation Z in the front office department of a family-owned car rental company in Bali. By employing a mixed-methods approach, the study investigates the potential benefits and challenges of implementing this technology, its impact on customer experience, and its role in optimizing business operations. The study utilizes three frameworks, including the Technology Acceptance Model, Balance Scorecard, Hoshin Planning Kanri, and Business Model Canvas, to provide insights into the current behaviors and attitudes of Generation Z consumers towards facial recognition technology. The findings suggest that while there is a moderate level of interest in the implementation of AI technology, there is also a significant financial investment required for small family-owned businesses. Thus, the study provides recommendations for family-owned car rental businesses to carefully weigh the potential benefits and costs of implementing facial recognition technology while meeting the expectations of their customers.

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Keywords :

Business Operations, Customer Experience, facial recognition technology, Generation-Z

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