FACTORS AFFECTING USER SATISFACTION OF MOBILE JKN APPLICATION: A LITERATUR REVIEW
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May 30, 2022
Keywords:
Mobile JKN, User Satisfaction, BPJS Kesehatan, Mobile Health
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Computer Science
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Abstract
Mobile JKN is a form of digital transformation launched by BPJS Kesehatan which aims to facilitate the service of the Jaminan Kesehatan Nasional-Kartu Indonesia Sehat. Considering the mandatory rule of JKN participation, there is a possibility for a higher demand in using Mobile JKN application in the future. However, based on the feedbacks for the Mobile JKN application on Playstore and Appstore as of December 28, 2021, it is known that the average rating is 3.4 out of 5 and 2.7 out of 5. This condition illustrates that there are still many users who are not satisfied with the application. This study aimed to identify the factors that affect the satisfaction of Mobile JKN users. This study was a literatur review using three databases including SAGE, Pubmed and Google Scholar. The inclusion criteria were the articles published in 2019-2021 and in full text. The result of this review showed there are various factors that are categorized into five dimensions; the reliability, tangibility, responsiveness, privacy, and assurance. And these dimensions affect the satisfaction of Mobile JKN application users.
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Anaqamy, L. S. and Prayoga, D. . (2022) “FACTORS AFFECTING USER SATISFACTION OF MOBILE JKN APPLICATION: A LITERATUR REVIEW”, Jurnal Mantik, 6(1), pp. 649-656. Available at: https://iocscience.org/ejournal/index.php/mantik/article/view/2332 (Accessed: 21April2026).
References
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[19] H. M. P. Simarmata, “Peningkatan Kualitas Layanan untuk Kepuasan Pelanggan Hotel,” J. Ekon. dan Bisnis, vol. 1, no. 1, pp. 43–51, 2018, doi: 10.31227/osf.io/54xru.
[20] A. Khusna, D. Ridwandono, and A. Pratama, “PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN PENGGUNAAN BERKELANJUTAN APLIKASI MOBILE JKN DI KABUPATEN SIDOARJO,” J. Inform. dan Sist. Inf., vol. 2, no. 2, pp. 152–161, 2021.
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[22] F. Ichsani and S. Hartono, “ANALYSIS OF SATISFACTION OF NATIONAL HEALTH INSURANCE JKN PARTICIPANTS THROUGH QUALITY OF MOBILE SERVICES AND CONFIDENCE MEDIATED BY DECISION TO CHOOSE MOBILE JKN SERVICE ON BPJS KESEHATAN OF PEKANBARU,” Dinasti Int. J. Educ. Manag. Soc. Sci., vol. 1, no. 3, pp. 262–269, 2020, doi: 10.31933/DIJEMSS.
[23] N. Annisa, D. S. Pradana, and W. Suharso, “Evaluasi Aplikasi Mobile Jaminan Kesehatan Nasional (JKN) di Kota Malang Ditinjau Dari Aspek Usability,” J. Repos., vol. 2, no. 12, p. 1689, 2020, doi: 10.22219/repositor.v2i12.511.
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[27] L. L. Berry, A. Parasuraman, and V. A. Zeithaml, “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality,” J. Retail., vol. 64, no. 1, pp. 12–40, 1988.
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[29] T. Wijaya and I. Fajriana, “Participant Satisfaction Rate of JKN-KIS BPJS Kesehatan in Palembang City,” Eksis J., vol. 13, no. 2, pp. 81–92, 2018.
[30] L. M. Sari, S. Hartini, and F. Andria, “EFEKTIVITAS PENGGUNAAN APLIKASI MOBILE JKN SEBAGAI STRATEGI MEMINIMALISIR TINGKAT ANTRIAN DI KANTOR CABANG BPJS KESEHATAN KABUPATEN BOGOR,” J. ONLINE Mhs. Bid. Manaj., vol. 4, no. 2, pp. 1–13, 2019.
[31] B. D. Rahmawati, “Usability Testing Pada Aplikasi Mobile Jkn Bpjs Kesehatan Menggunakan Domain Specific Inspection,” J@ti Undip J. Tek. Ind., vol. 15, no. 1, pp. 46–51, 2020, doi: 10.14710/jati.15.1.46-51.
[32] M. A. H. Mohammad, “Mobile Applications’ Impact on Student Performance and Satisfaction,” Turkish Online J. Educ. Technol., vol. 14, no. 4, pp. 102–112, 2017.
[33] S. H. Han, K. J. Kim, M. H. Yun, S. W. Hong, and J. Kim, “Identifying mobile phone design features critical to user satisfaction,” Hum. Factors Ergon. Manuf., vol. 14, no. 1, pp. 15–29, 2004, doi: 10.1002/hfm.10051.
[34] C. V. Layman, “Predictors of Halodoc’S User Satisfaction,” J. Muara Ilmu Ekon. dan Bisnis, vol. 5, no. 2, pp. 348–361, 2021, doi: 10.24912/jmieb.v5i2.12845.
[35] H. Hermansyah, A. Darmana, and N. Nur’aini, “Analisis Faktor Yang Memengaruhi Kualitas Pelayanan Kesehatan Dengan Metode Servqual Di Puskesmas Wilayah Kerja Dinas Kesehatan Aceh Timur Tahun 2018,” Heal. Care J. Kesehat., vol. 8, no. 1, pp. 58–69, 2019, doi: 10.36763/healthcare.v8i1.32.
[36] J. Nielsen, Usability engineering. San Diego: Academic Press, 1993.
[37] J. Natassa, “Hubungan Mutu Pelayanan dengan Kepuasan Pasien BPJS Kesehatan di Unit Rawat Inap RSUD Tengku Rafi’ an Kabupaten Siak,” Healthc. J. Kesehat., vol. 8, no. 2, pp. 29–42, 2019.
[38] A. D. Handoko and Ronny, “Terhadap Loyalitas Konsumen Dalam Menggunakan Mobile Banking,” J. IMAGE, vol. 9, no. 2, pp. 79–91, 2020.
[39] S. Ankit, “Factors Influencing Online Banking Customer Satisfaction and Their Importance in Improving Overall Retention Levels?: An Indian Banking Perspective,” Inf. Knowl. Manag., vol. 1, no. 1, pp. 45–55, 2011.
[40] S. P. Astuti, W. Wilasari, and D. E. Utama, “Meningkatkan Kualitas Pelayanan Bank,” J. Manaj. Bisnis, vol. 2, no. 1, pp. 47–58, 2009.
[41] S. K. Sharma and M. Sharma, “Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation,” Int. J. Inf. Manage., vol. 44, no. 2019, pp. 65–75, 2018, doi: 10.1016/j.ijinfomgt.2018.09.013.
[42] S. Huang and Y. Song, “Factors influencing user acceptance of online banking,” in 2010 International Conference on Logistics Systems and Intelligent Management, ICLSIM 2010, 2010, vol. 1, pp. 315–318, doi: 10.1109/ICLSIM.2010.5461412.
[43] L. Kaewkitipong, C. C. Chen, and P. Ractham, “Using social media to enrich information systems field trip experiences: Students’ satisfaction and continuance intentions,” Comput. Human Behav., vol. 63, pp. 256–263, 2016, doi: 10.1016/j.chb.2016.05.030.
[2] Y. Pusparisa, “Pengguna Smartphone diperkirakan Mencapai 89% Populasi pada 2025,” Katadata, 2020. https://databoks.katadata.co.id/datapublish/2020/09/15/pengguna-smartphone-diperkirakan-mencapai-89-populasi-pada-2025.
[3] T. Tiffani and M. R. Mulyandi, “PENGARUH E-SERVICE QUALITY TERHADAP E-SATISFACTION PADA PENGGUNA APLIKASI MOBILE Abstrak PENDAHULUAN Internet merupakan salah satu bukti perkembangan teknologi saat ini , dengan adanya internet pencarian infomasi dan aktivitas sehari-hari dapat dilakukan,” Pros. Semin. dan Lokakarya Kualitatif Indones. 2019, pp. 135–140, 2019, doi: 10.33510/slki.2019.
[4] R. S. Pressman and B. R. Maxim, Software engineering: A practitioner’s approach, 8th ed. New York: Raghu Srinivasan, 2014.
[5] A. Wulandari, Sudarman, and Ikhsan, “Inovasi Bpjs Kesehatan Dalam Pemeberian Layanan Kepada Masyarakat?: Aplikasi Mobile Jkn Innovation of Health Bpjs in Giving Services To the Community?: Jkn Mobile Applications,” J. Public Policy, vol. 5, no. 2, pp. 98–107, 2019.
[6] I. R. Burhan, “Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Peserta JKN di Poliklinik Semen Padang Hospital,” J. Kesehat. Andalas, vol. 7, no. 3, pp. 394–399, 2018, doi: 10.25077/jka.v7.i3.p394-399.2018.
[7] Y. Yusriadi and S. Tinggi, “Public Health Services: A Case Study on BPJS in Indonesia Human Resources View project Public Administration View project,” J. Adm. Publik ( Public Adm. J. ), vol. 9, no. 2, pp. 85–91, 2019, [Online]. Available: http://dx.doi.org/10.31289/jap.v9i2.2279.
[8] I. G. Ayu, I. Larassinta, and I. G. Sanica, “PENGGUNAAN DIGITALISASI PROGRAM BPJS UNTUK MENINGKATKAN MUTU PELAYANAN DALAM MENGHADAPI ERA REVOLUSI INDUSTRI 4 . 0,” Bali Heal. J., vol. 5, no. 2, pp. 94–103, 2021.
[9] B. O. Lubis, A. Salim, and J. Jefi, “Evaluasi Usability Sistem Aplikasi Mobile JKN Menggunakan Use Questionnaire,” J. SAINTEKOM, vol. 10, no. 1, pp. 65–76, 2020, doi: 10.33020/saintekom.v10i1.131.
[10] Yudiana, L. Setiyani, and N. L. S. Nungrum, “Analisis Penerimaan Aplikasi BPJS Kesehatan Menggunakan Metode Technology Acceptance Model (TAM) Studi Kasus Pengguna BPJS Kesehatan Di Karawang,” Semin. Nas. Inov. dan Adopsi Teknol., no. September, pp. 137–146, 2021, [Online]. Available: https://alumni.rosma.ac.id/index.php/inotek/article/view/135.
[11] B. K. Putra, R. M. Dewi, Y. H. Fadilah, and A. Roziqin, “Reformasi Birokrasi dalam Pelayanan Mobile JKN di Kota Malang,” J. Ilm. Publika, vol. 9, no. 1, pp. 1–13, 2021.
[12] D. M. Rani, “ANALISIS TECHNOLOGY ACCEPTANCE MODEL (TAM) PADA PENGGUNAAN APLIKASI MOBILE,” Karya Ilm. Univ. Paramadina, pp. 5–24, 2020.
[13] B. Kesehatan, “Akses Pelayanan Dalam Genggaman BPJS Kesehatan Luncurkan Aplikasi Mobile JKN Banyak Manfaat dan Mudahkan Peserta JKN KIS,” BPJS Kesehatan, 2017. https://www.bpjskesehatan.go.id/bpjs/index.php/post/read/2017/596/Akses-Pelayanan-DalamGenggaman-BPJS-Kesehatan-Luncurkan-Aplikasi-Mobile-JKN-BanyakManfaat-dan-Mudahkan-Peserta-JKN-KIS (accessed Jan. 10, 2022).
[14] B. Kesehatan, “Cek Status Kepesertaan Cukup Buka Aplikasi Mobile JKN,” BPJS Kesehatan, 2021. https://bpjs-kesehatan.go.id/bpjs/post/read/2021/2123/Cek-Status-Kepesertaan-Cukup-Buka-Aplikasi-Mobile-JKN (accessed Jan. 10, 2022).
[15] S. G. Purnama and D. Susanna, “Attitude to COVID-19 Prevention With Large-Scale Social Restrictions (PSBB) in Indonesia: Partial Least Squares Structural Equation Modeling,” Front. Public Heal., vol. 8, no. October, pp. 1–10, 2020, doi: 10.3389/fpubh.2020.570394.
[16] K. Ramanathan et al., “School closure and management practices during coronavirus outbreaks including COVID-19: a rapid systematic review,” Lancet Child Adolesc Heal., vol. 4, no. May, pp. 397–404, 2020.
[17] Herlinawati, L. Banowati, and D. Revilia, “Tingkat Kepuasan Masyarakat Terhadap Pendaftaran Online Pada Aplikasi Mobile JKN,” Heal. Care J. Kesehat., vol. 10, no. 1, pp. 78–84, 2021, doi: 10.36763/healthcare.v10i1.114.
[18] Administrator, “Mengenal Layanan 6 Fitur Baru Aplikasi Mobile JKN,” Indonesia.go.id, 2020. https://indonesia.go.id/kategori/kesehatan/2260/mengenal-layanan-6-fitur-baru-aplikasi-mobile-jkn (accessed Jan. 24, 2022).
[19] H. M. P. Simarmata, “Peningkatan Kualitas Layanan untuk Kepuasan Pelanggan Hotel,” J. Ekon. dan Bisnis, vol. 1, no. 1, pp. 43–51, 2018, doi: 10.31227/osf.io/54xru.
[20] A. Khusna, D. Ridwandono, and A. Pratama, “PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN PENGGUNAAN BERKELANJUTAN APLIKASI MOBILE JKN DI KABUPATEN SIDOARJO,” J. Inform. dan Sist. Inf., vol. 2, no. 2, pp. 152–161, 2021.
[21] F. Tjiptono, Strategi Pemasaran, 2nd ed. Yogyakarta: Andi Offset, 2000.
[22] F. Ichsani and S. Hartono, “ANALYSIS OF SATISFACTION OF NATIONAL HEALTH INSURANCE JKN PARTICIPANTS THROUGH QUALITY OF MOBILE SERVICES AND CONFIDENCE MEDIATED BY DECISION TO CHOOSE MOBILE JKN SERVICE ON BPJS KESEHATAN OF PEKANBARU,” Dinasti Int. J. Educ. Manag. Soc. Sci., vol. 1, no. 3, pp. 262–269, 2020, doi: 10.31933/DIJEMSS.
[23] N. Annisa, D. S. Pradana, and W. Suharso, “Evaluasi Aplikasi Mobile Jaminan Kesehatan Nasional (JKN) di Kota Malang Ditinjau Dari Aspek Usability,” J. Repos., vol. 2, no. 12, p. 1689, 2020, doi: 10.22219/repositor.v2i12.511.
[24] R. Komala and A. Firdaus, “ANALISIS KUALITAS LAYANAN MOBILE JKN TERHADAP KEPUASAN PESERTA BADAN PENYELENGGARA JAMINAN SOSIAL KESEHATAN,” J. Ilmu Manaj. dan Bisnis Islam, vol. 6, no. 2, pp. 188–199, 2020.
[25] A. Saryoko, H. Hendri, and S. H. Sukmana, “Pengukuran Layanan Pada Aplikasi Mobile JKN Menggunakan Metode Servqual,” Paradig. - J. Komput. dan Inform., vol. 21, no. 2, pp. 157–166, 2019, doi: 10.31294/p.v21i2.5412.
[26] O. Hapsara and A. Yandi, “Improving the Satisfaction of National Health Guarantee Participants through JKN Mobile Services That Educed by Brand Image ( Study on Jambi City Health BPJS ),” Saudi J. Econ. Financ., vol. 3, no. 5, pp. 230–236, 2019, doi: 10.21276/sjef.2019.3.5.7.
[27] L. L. Berry, A. Parasuraman, and V. A. Zeithaml, “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality,” J. Retail., vol. 64, no. 1, pp. 12–40, 1988.
[28] S. M. Sirajuddin and A. . Atrianingsi, “Kepercayaan Publik (Public Trust) Terhadap E-Government?: Studi Kasus Penggunaan E-Mobile BPJS Kesehatan Di Kota Makassar,” Publik (Jurnal Ilmu Adm., vol. 9, no. 1, pp. 80–88, 2020, doi: 10.31314/pjia.9.1.80-88.2020.
[29] T. Wijaya and I. Fajriana, “Participant Satisfaction Rate of JKN-KIS BPJS Kesehatan in Palembang City,” Eksis J., vol. 13, no. 2, pp. 81–92, 2018.
[30] L. M. Sari, S. Hartini, and F. Andria, “EFEKTIVITAS PENGGUNAAN APLIKASI MOBILE JKN SEBAGAI STRATEGI MEMINIMALISIR TINGKAT ANTRIAN DI KANTOR CABANG BPJS KESEHATAN KABUPATEN BOGOR,” J. ONLINE Mhs. Bid. Manaj., vol. 4, no. 2, pp. 1–13, 2019.
[31] B. D. Rahmawati, “Usability Testing Pada Aplikasi Mobile Jkn Bpjs Kesehatan Menggunakan Domain Specific Inspection,” J@ti Undip J. Tek. Ind., vol. 15, no. 1, pp. 46–51, 2020, doi: 10.14710/jati.15.1.46-51.
[32] M. A. H. Mohammad, “Mobile Applications’ Impact on Student Performance and Satisfaction,” Turkish Online J. Educ. Technol., vol. 14, no. 4, pp. 102–112, 2017.
[33] S. H. Han, K. J. Kim, M. H. Yun, S. W. Hong, and J. Kim, “Identifying mobile phone design features critical to user satisfaction,” Hum. Factors Ergon. Manuf., vol. 14, no. 1, pp. 15–29, 2004, doi: 10.1002/hfm.10051.
[34] C. V. Layman, “Predictors of Halodoc’S User Satisfaction,” J. Muara Ilmu Ekon. dan Bisnis, vol. 5, no. 2, pp. 348–361, 2021, doi: 10.24912/jmieb.v5i2.12845.
[35] H. Hermansyah, A. Darmana, and N. Nur’aini, “Analisis Faktor Yang Memengaruhi Kualitas Pelayanan Kesehatan Dengan Metode Servqual Di Puskesmas Wilayah Kerja Dinas Kesehatan Aceh Timur Tahun 2018,” Heal. Care J. Kesehat., vol. 8, no. 1, pp. 58–69, 2019, doi: 10.36763/healthcare.v8i1.32.
[36] J. Nielsen, Usability engineering. San Diego: Academic Press, 1993.
[37] J. Natassa, “Hubungan Mutu Pelayanan dengan Kepuasan Pasien BPJS Kesehatan di Unit Rawat Inap RSUD Tengku Rafi’ an Kabupaten Siak,” Healthc. J. Kesehat., vol. 8, no. 2, pp. 29–42, 2019.
[38] A. D. Handoko and Ronny, “Terhadap Loyalitas Konsumen Dalam Menggunakan Mobile Banking,” J. IMAGE, vol. 9, no. 2, pp. 79–91, 2020.
[39] S. Ankit, “Factors Influencing Online Banking Customer Satisfaction and Their Importance in Improving Overall Retention Levels?: An Indian Banking Perspective,” Inf. Knowl. Manag., vol. 1, no. 1, pp. 45–55, 2011.
[40] S. P. Astuti, W. Wilasari, and D. E. Utama, “Meningkatkan Kualitas Pelayanan Bank,” J. Manaj. Bisnis, vol. 2, no. 1, pp. 47–58, 2009.
[41] S. K. Sharma and M. Sharma, “Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation,” Int. J. Inf. Manage., vol. 44, no. 2019, pp. 65–75, 2018, doi: 10.1016/j.ijinfomgt.2018.09.013.
[42] S. Huang and Y. Song, “Factors influencing user acceptance of online banking,” in 2010 International Conference on Logistics Systems and Intelligent Management, ICLSIM 2010, 2010, vol. 1, pp. 315–318, doi: 10.1109/ICLSIM.2010.5461412.
[43] L. Kaewkitipong, C. C. Chen, and P. Ractham, “Using social media to enrich information systems field trip experiences: Students’ satisfaction and continuance intentions,” Comput. Human Behav., vol. 63, pp. 256–263, 2016, doi: 10.1016/j.chb.2016.05.030.
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