Hubungan Kualitas Layanan Pendaftaran Menggunakan Aplikasi Mobile JKN dengan Kepuasan Peserta BPJS Kesehatan di RSU Haji Medan Tahun 2025

Abstract

BPJS Kesehatan has released the Mobile JKN application that features service registration. BPJS Kesehatan continues to monitor and evaluate to improve the quality of its services. Improved service quality leads to increased participant satisfaction. Haji Hospital Medan requires online service registration through the Mobile JKN application to reduce long queues. However, there is currently no satisfaction survey available regarding the use of the Mobile JKN application, both by BPJS Health and the hospital for online registration. This study aims to determine the relationship between the quality of registration services using the Mobile JKN application and the satisfaction of BPJS Health participants at Haji Hospital Medan. The research method employed is quantitative analysis with a cross-sectional approach. The study population consisted of BPJS Health participants who utilized the JKN Mobile application to register for services at Haji Hospital Medan. The sample size was 100, selected using a purposive sampling technique. The results of the study using chi-square analysis with a 95% confidence interval (α=0.05) showed that there was a relationship between service quality (p < 0.001), efficiency (p < 0.001), fulfillment (p < 0.001), system availability (p < 0.001), and responsiveness (p < 0.001) with participant satisfaction. As many as 63 participants expressed satisfaction with the registration service through the Mobile JKN application, as they received assurance of service at the hospital. The conclusion of the study is that there is a relationship between service quality (efficiency, fulfillment, system availability, and responsiveness) and the satisfaction of BPJS Health participants at Haji Hospital Medan. Suggestions to BPJS Health to conduct socialization to BPJS Health participants, conduct routine application maintenance, add reminder notification features and help features, and improve integration and synchronization of queuing systems at health facilities.