Pengaruh Kualitas Pelayanan terhadap Pendaftaran Online pada Aplikasi Mobile JKN di RSUP Haji Adam Malik Medan

Abstract

The Mobile JKN application serves as a solution for faster and more efficient online registration services for participants of the National Health Insurance (JKN) program. This study aims to analyze the effect of service quality on online registration through the Mobile JKN application at Haji Adam Malik General Hospital (RSUP) Medan. The research employed an analytic survey method with a cross-sectional study design. The study was conducted at RSUP Haji Adam Malik Medan from May to June 2025. The population consisted of all patients who registered online via the Mobile JKN application, totaling 1,227 individuals. Using the Miccell table, a sample of 92 patients was selected through accidental sampling. Data analysis was conducted in three stages: univariate analysis, bivariate analysis using Pearson correlation, and multivariate analysis using multiple linear regression with a 95 persen confidence level (α = 0,05). The results showed that service quality had a significant effect on online registration, with tangible (physical evidence) having the highest beta coefficient (0,483) and identified as the most dominant variable, followed by reliability (0,369), and assurance (0,241). In contrast, the indicators responsiveness and empathy did not have a significant effect. It is recommended that BPJS Kesehatan enhance digital service quality, increase user education, and optimize the roles of both the hospital and BPJS to ensure the successful implementation of digital health services.