Analisis Komparatif Kepuasan Pemanfaatan Aplikasi Mobile JKN dan Pelayanan Langsung Kantor BPJS Kesehatan Cabang Makassar
DOI:
https://doi.org/10.30640/digital.v5i2.6406Keywords:
BPJS Kesehatan, Comparative, Mobile JKN, Public Services, User SatisfactionAbstract
This study aims to analyze the differences in user satisfaction levels between the JKN Mobile Application and Direct Services at the Makassar Branch Office of BPJS Kesehatan, and to identify the factors influencing these differences. This research is motivated by the phenomenon that, although the JKN Mobile Application was introduced with the hope of simplifying services, in reality, some BPJS Kesehatan participants still prefer to visit the branch office in person. The research method used was a qualitative approach with a comparative descriptive approach. Data were obtained through interviews, observation, and documentation involving 12 informants consisting of BPJS Kesehatan staff and JKN participants. The results show that the JKN Mobile Application provides higher satisfaction in terms of ease of access and time efficiency. However, technical obstacles and limited digital literacy remain for users. Meanwhile, direct services are superior in terms of clarity of information and interaction, but have the disadvantage of long queue times. Differences in satisfaction are influenced by factors such as ease of access, time efficiency, clarity of information, technical constraints, and users' level of digital literacy.
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