FACTORS AFFECTING USER SATISFACTION OF THE JKN BPJS KESEHATAN MOBILE APPLICATION AT THE BPJS KESEHATAN PEKANBARU

Abstract

A mobile application is an application that can be used on a mobile basis so that users can use the application anytime and anywhere on a smartphone. User satisfaction can be defined as a level of feeling of a user as a result of a comparison between the user's expectations of a product with the actual results obtained by the user from the product. This study aims to determine the factors that influence the satisfaction of users of the JKN BPJS Kesehatan mobile application for BPJS Kesehatan participants in Pekanbaru. This research is a quantitative analytic study with a cross sectional approach. A total of 100 participants using the Mobile JKN Application were sampled. Univariate and bivariate statistical analysis was used to see the effect of satisfaction between tangible dimensions, reliability dimensions, responsiveness dimensions, assurance dimensions and empathy dimensions. The results of this study indicate that all dimensions have a value (P value = 0.000 < α 0.05), thus there is an influence on the satisfaction of the JKN mobile application users. The conclusion from this study is that all factors have an influence on user satisfaction of the JKN BPJS mobile application.