ASSESSING THE IMPACT OF MOBILE HEALTH SERVICE QUALITY BY THE SOCIAL SECURITY ADMINISTERING BODY ON THE SATISFACTION OF NATIONAL HEALTH INSURANCE PARTICIPANTS
Keywords:
service Quality, User Satisfaction, Participant Satisfaction, National Health Insurance (JKN)Abstract
In a digital era marked by burgeoning e-health initiatives, this study explores the pervasive influence of E-service Quality—encompassing Reliability, Efficiency, Fulfillment, Privacy, Responsiveness, and Contact—on the satisfaction of participants in the National Health Insurance (JKN) program. The objective is to quantitatively assess these dimensions' impacts on user satisfaction among Mobile JKN users in Pematangsiantar. Employing a questionnaire as the research instrument, this study scrutinizes the responses of 100 participants using multiple linear regression analysis via SPSS 25. The findings reveal that while Efficiency exerts a significant positive effect on participant satisfaction, Reliability, Fulfillment, and Responsiveness, although positive, are not statistically significant. In contrast, Privacy and Contact do not significantly influence satisfaction. The study underscores the necessity for BPJS Kesehatan to refine the Mobile JKN application's user interface and optimize the mobile app's utility for a seamless user experience, including secure data practices and biometric login features for phone number changes, aligning with national demographic databases. These insights contribute to the strategic enhancement of health insurance services, driving user satisfaction and security in Indonesia's healthcare system.Downloads
References
Asmaul Khusna, Doddy Ridwandono, & Arista Pratama. (2021). Pengaruh Kualitas Layanan Terhadap Kepuasan dan Penggunaan Berkelanjutan Aplikasi Mobile JKN di Kabupaten Sidoarjo. Jurnal Informatika Dan Sistem Informasi, 2(2), 152-161. https://doi.org/10.33005/jifosi.v2i2.299
BPJS Kesehatan. (2017). Akses Pelayanan dalam Genggaman BPJS Kesehatan Luncurkan Aplikasi Mobile JKN, Banyak Manfaat dan Kemudahan Peserta JKN. BPJS Kesehatan.go.id.
Fandy Tjiptono. 2014. Pemasaran Jasa-Prinsip, Penerapan, dan Penelitian. Yogyakarta: CV Andi
Fandy Tjiptono. 2019. Strategi Pemasaran. Edisi 4. Yogyakarta: CV Andi.
Fandy Tjiptono. 2019. Strategi Pemasaran. Edisi 4. Yogyakarta: CV Andi. Febrianta, A., & Indrawati. 2016. Influence of Mobile Banking Service Quality to Customer Satisfaction Bank BCA In Bandung. E-Proceeding of Management, 3(3), 2879–2885.
Ghozali, Imam. 2013. Aplikasi Analisis Multivariate Dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.
Herlinawati, Banowati, L., & Revilia, D. (2021). Tingkat Kepuasan Masyarakat Terhadap Pendaftaran Online Pada Aplikasi Mobile JKN. Health Care: Jurnal Kesehatan,10(1),78-84. https://doi.org/10.36763/healthcare.v10i1.114
Iswanca, R., Rachmawati, dkk. 2016. Pengaruh E-Service Quality Aplikasi Garuda Indonesia terhadap Customer Satisfaction Garuda Indonesia. E- Proceeding of Management, 3(3), 2781–2790.
Khotimah, Nurul. (2022). Pengaruh Kualitas Sistem, Kualitas Layanan, dan Kualitas Informasi pada Aplikasi Mobile JKN Terhadap Kepuasan Peserta BPJS Kesehatan Di Wilayah Jabodetabek. Jurnal Akuntansi Dan Manajemen Bisnis, 2(2), 69–76. https://doi.org/10.56127/jaman.v2i2.182
Kotler, Philip dan Kevin Lane Keller (2009), Manajemen Pemasaran (Edisi 13). Jakarta: Erlangga
Muhammad Ariefian Isnan dan Sutopo (2014). Analisis Pengaruh Kualitas Pelayanan Online Reservation Ticket Terhadap Kepuasan Pelanggan (Studi Kasus pada PT Kereta Api Indonesia Daop 4 Semarang). Jurnal Studi Manajemen & Organisasi 11 (2014) Juni 12 – 22
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. 2005. E-S-Qual: A Multiple- Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7 (X), 1–21. Https://Doi.Org/10.1177/1094670504271156
Riri dkk. 2022. Pengukuran Kualitas Layanan Mobile JKN Menggunakan Metode E-Service Quality (Studi Kasus: Kantor BPJS Kesehatan Kota Pontianak). Jurnal Komputer dan Aplikasi. Vol. 10, No 03. Halaman 344-353. P-ISSN: 2238-493X. e-ISSN: 2809-574X
Rita Komala & Achmad Firdaus (2020). Analisis kualitas layanan Mobile JKN terhadap kepuasan peserta Badan Penyelenggara Jaminan Sosial Kesehatan. Jurnal Ilmu Manajemen dan Bisnis Islam Volume 6 Nomor 2 Ed. Juli–Desember 2020: Hal 188-199
Ramli S & Hasbullah (2021). Pengaruh dimensi kualitas pelayanan terhadap kepuasan pemohon perizinan pada dinas penanaman modal dan pelayanan terpadu pada satu pintu (dpmtsp) Kabupaten Mamumu. Forum Ekonomi, 23(1) 2021, 77-85
Safira, dkk. 2017. Analisis Kualitas Layanan Website Bukalapak terhadap Kepuasan Pengguna Menggunakan E-S-Qual. Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, 1(12), 1813–1821. Retrieved from Http://jptiik.ub.ac.id
Siti Nur Faizah dan Jihad Lukis Panjawa (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Peserta BPJS Kesehatan KC Magelang. Jurnal Ekonomi Pembangunan Ekonomi (JEP). Volume 9 no 3 (2020).
Sugiyono. 2021. Metode penelitian kuantitatif, kualitatif dan R&D. Bandung: Alfabeta.
Yesri, dkk. Kualitas Pelayanan Terhadap Kepuasan Peserta BPJS Kesehatan Kabupaten Halmahera 2021.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. 2002. Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911.
Zeithaml,Valaire A. (2005) E-S-Qual: A Multiple-Item Scale for Assessing Electronic Service Quality. Miamj: Journal of Service Research 7(3):213-
Wibhawani, Galuh (2012). Pengaruh Kualitas Pelayanan Tiket Elektronik Terhadap Kepuasan Pelanggan Garuda Indonesia 2012
