Rasyid Araghani Naradhipa, . (2026) PERSEPSI MASYARAKAT TERHADAP KUALITAS PELAYANAN MOBILE JKN DAN PELAYANAN BPJS KONVENSIONAL DI PUSKESMAS WILAYAH KECAMATAN PANCORAN TAHUN 2026. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The digital transformation through the Mobile JKN application was developed to improve access to BPJS Kesehatan services; however, its implementation continues to face challenges, including application usability issues, system disruptions, and limited public digital literacy. This study aimed to analyze public perceptions of the service quality of Mobile JKN and conventional BPJS Kesehatan services at Pancoran Public Health Center, South Jakarta, in 2026. This study employed a descriptive qualitative approach. Eleven active BPJS Kesehatan participants who had experience using both Mobile JKN and conventional services were selected through purposive sampling. Data were collected through in-depth interviews and analyzed using the Miles and Huberman interactive model, with credibility ensured through triangulation and member checking. The findings indicated that Mobile JKN was perceived as more practical and efficient for administrative services. However, users experienced difficulties related to login access, network connectivity, and limited understanding of application features. Meanwhile, conventional services were perceived to facilitate better direct communication with healthcare staff despite long queues and waiting times. The study concludes that Mobile JKN and conventional services complement each other according to users’ needs. Therefore, BPJS Kesehatan and public health centers should improve application stability, provide user assistance, and regularly display Mobile JKN tutorial videos in waiting areas to enhance public digital literacy.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2210713098] [pembimbing: Riswandy Wasir] [Penguji 1: Cahya Arbitera] [Penguji 2: Ayu Anggraeni Dyah Purbasari] |
| Uncontrolled Keywords: | BPJS Kesehatan, Mobile JKN, public perception, service quality, healthcare service |
| Subjects: | R Medicine > R Medicine (General) 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: | RASYID ARAGHANI NARADHIPA |
| Date Deposited: | 05 Aug 2026 10:03 |
| Last Modified: | 01 Sep 2026 03:12 |
| URI: | http://repository.upnvj.ac.id/id/eprint/52648 |
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