ANALISIS KEPUASAN MASYARAKAT TERHADAP PEMANFAATAN SISTEM PENDAFTARAN ONLINE APLIKASI MOBILE JKN DI KANTOR BPJS WONOGIRI

Aditia Khafliyani, Fia (2023) ANALISIS KEPUASAN MASYARAKAT TERHADAP PEMANFAATAN SISTEM PENDAFTARAN ONLINE APLIKASI MOBILE JKN DI KANTOR BPJS WONOGIRI. Other thesis, Universitas Kusuma Husada Surakarta.

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Abstract

The JKN mobile application is a digital-based face-to-face service, the latest innovation
from BPJS Kesehatan to facilitate online registration, make it easier to access information
related to participation data, bill participant contributions, get facility services and the
public can easily submit suggestions and complaints and the application can be
downloaded via google playstore. The purpose of this study was to determine public
satisfaction with the use of the JKN mobile application online registration system at BPJS
Wonogiri Regency. This research is a quantitative research using the servqual (Service
Quality) method. The result of this study is the average gap value of the overall
dimensions of 0.02. In the Reliability dimension the overall attribute gap value is -0.01,
the Responsiveness dimension the overall attribute gap value is 0.02, the Assurance
dimension the overall attribute gap value is -0.01, the Empathy dimension (emphaty) the
overall attribute gap value is 0.04 and then in the Physical Evidence dimension
(tangibles) the overall attribute gap value is 0.03. The conclusion of the results of this
study is that the performance given to the JKN mobile application at BPJS Wonogiri
Regency as a whole users are satisfied with the performance of the online registration
system on the JKN mobile application.
Keywords: mobile jkn, satisfaction, utilization, service quality (servqual)

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