The Relationship between The Use of Mobile JKN Application and Health Services at Majene Regency Hospital
DOI:
https://doi.org/10.26911/thejhpm.2025.10.02.01Abstract
Background: This study is motivated by the digital transformation of BPJS Kesehatan services through the Mobile JKN application to improve the accessibility and efficiency of health services. The purpose of this study is to determine the relationship between the use of the Mobile JKN application and health services at the Majene Regency Hospital.
Subjects and Method: This study is a cross sectional study design using a quantitative approach and data collection through a questionnaire conducted at the Majene Regency Hospital, in August-September 2024. The total sample is 100 respondents with a sampling technique, namely purposive sampling. The study subjects were patients who used the JKN mobile application. The independent variable is health services. The intermediate variable is the Mobile JKN application. The dependent variable is satisfaction. The data was analyzed using the Wilcoxon test to see the difference in the level of satisfaction and service quality before and after the use of the Mobile JKN application.
Results: The results of the study showed that 91.6% of respondents used the Mobile JKN application, with a significant increase in satisfaction with health services, from an average score of 3,010 to 3,972 after using the application. The use of applications also has an impact on time efficiency and ease of access to health services. The average score of health services (Queue) was higher after the use of the Mobile JKN Application (Mean=4,209; SD=0.645) compared to before (Mean=3.484; SD=0.688), and this result is statistically significant (p=0.000). The health service satisfaction score was higher after using the JKN mobile application (Mean=3,972; SD=0.524) compared to before (Mean=3.010 ; SD=0.522), and this result was statistically significant (p=0.000).
Conclusion: There is a positive relationship between the use of the Mobile JKN application and the improvement of the quality and satisfaction of health services at the Majene Regency Hospital.
Keywords:
digital transformation, health services, insurance, patient satisfactionReferences
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