Analysis Of Patient Satisfaction With The Use Of The Mobile Jkn Application Using The Expectation-Disconfirmation Model

Abstract

The Mobile JKN application is a digital service developed by BPJS Kesehatan that enables users to register for healthcare services online. The implementation of this application is expected to improve service efficiency, reduce waiting times, and facilitate users in accessing healthcare services at primary healthcare facilities. However, the success of the application is determined not only by the availability of its features but also by the level of user satisfaction with the services provided. This study aimed to determine patient satisfaction with the use of the Mobile JKN application in the registration system at Bataraguru primary health care center in 2026. This research employed a quantitative method with a descriptive approach. The study involved 91 respondents selected using the accidental sampling technique. Data were collected through a questionnaire and analyzed using descriptive statistics, including frequency distributions, percentages, and overall mean scores. The results showed that the majority of respondents were satisfied with the use of the Mobile JKN application. The satisfaction levels were 54,58% for ease of use, 53,85% for registration process speed, 53,30% for the clarity of registration information, and 55,31% for registration data accuracy. Overall, the Mobile JKN application was considered effective in facilitating the patient registration process at Bataraguru primary health care center. In conclusion, the use of the Mobile JKN application in the registration system has provided a good level of patient satisfaction. Nevertheless, improvements are still needed in terms of ease of use and the clarity of registration information to further optimize the quality of digital healtcare services.