ANALISIS KEPUASAN LAYANAN MOBILE JKN PADA PESERTA BPJS KESEHATAN KABUPATEN WONOGIRI DENGAN METODE SERVQUAL (SERVICE QUALITY)

Emilda Fitriyani, Emilda (2023) ANALISIS KEPUASAN LAYANAN MOBILE JKN PADA PESERTA BPJS KESEHATAN KABUPATEN WONOGIRI DENGAN METODE SERVQUAL (SERVICE QUALITY). Other thesis, Universitas Kusuma Husada Surakarta.

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Abstract

The JKN mobile application is the latest breakthrough of BPJS in the form of a mobile application that makes it easy for users to carry out administrative activities such as online registration and access to other information related to membership, billing, advanced referral facilities anywhere and anytime, and makes it easier for JKN mobile users to submit suggestions or complaints. This research is a quantitative research using the Service Quality (SerQual) model. The results of this study are on the reliability attribute the overall average gap value is -0.02, on the Responsiveness attribute the overall gap value is positive which is 0.10, on the Assurance attribute there is an overall gap value which is -0.02, then on the Empathy attribute (Emphaty) there is an average gap value which is 0.13, and finally on the Physical Evidence attribute (Tangibless) there is a gap value The average is 0.21. The conclusion of this study is that the gap value or overall attribute gap is 0.07 which means that the performance provided by the JKN mobile application to BPJS Kesehatan users in Wonogiri Regency as a whole users feel very satisfied with the performance of the JKN mobile application.
Keywords: BPJS, mobile JKN, Service Quality, Satisfaction

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