Firda Syafitri Nurani, . (2025) HUBUNGAN KUALITAS APLIKASI MOBILE JKN TERHADAP KEPUASAN PASIEN DALAM LAYANAN PENDAFTARAN ONLINE RAWAT JALAN DI RUMAH SAKIT ISLAM JAKARTA PONDOK KOPI. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The use of Mobile JKN application is one of the efforts to facilitate patients in conducting outpatient online registration. However, there are still various obstacles in the incompatibility of the Mobile JKN system with the hospital system, difficulty accessing the Mobile JKN application, and inaccurate doctor's schedule information. This study aims to analyse the relationship between the quality of the Mobile JKN application and patient satisfaction in outpatient online registration services at Rumah sakit Islam Jakarta Pondok Kopi. Quantitative method and cross sectional design were used in this study during April-June 2025. The research sample was taken in a non-probability sampling technique through purposive sampling with a sample size of 100 respondents. Primary data was collected through a questionnaire with 25 questions modified from previous research. Processing of data results was carried out using SPSS and bivariate analysis using the chi-square test. The results show that there is a relationship between e-service quality variables (efficiency (p-value = 0.009), system availability (p-value = 0.001), fulfilment (p-value = 0.005), privacy (p-value = 0.002), responsiveness (p-value = 0.014)). Meanwhile, there is no relationship between respondent characteristics (age, gender, education, occupation) and patient satisfaction. It is expected to facilitate the channeling of patient aspirations while using the Mobile JKN application so that the input becomes material for BPJS Health's evaluation in the future.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2110713088] [Pembimbing: Putri Permatasari] [Penguji 1: Riswandy Wasir] [Penguji 2: Een Kurnaesih] |
| Uncontrolled Keywords: | E-Service Quality, Patient Satisfaction, Mobile JKN, Online Registration |
| Subjects: | R Medicine > RA Public aspects of medicine R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine |
| Divisions: | Fakultas Ilmu Kesehatan > Program Studi Kesehatan Masyarakat (S1) |
| Depositing User: | FIRDA SYAFITRI NURANI |
| Date Deposited: | 16 Jul 2025 03:15 |
| Last Modified: | 16 Jul 2025 03:15 |
| URI: | http://repository.upnvj.ac.id/id/eprint/37699 |
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