Analysis Of The Smoothness Of Mobile Jkn Usage Among Outpatients On The Quality Of Health Services At Hospital X In Bandung City

Abstract

This study aims to analyze the level of satisfaction and user experience of the Mobile JKN application among outpatients, as well as its impact on service quality at Hospital X in Bandung City. The research method used was descriptive qualitative with a phenomenological approach. The study population consisted of 846 patients, with 89 respondents selected using simple random sampling based on the Slovin formula. Data collection instruments included interviews, observations, Likert scale–based questionnaires, and document analysis. The results showed that 75.3% of respondents found the application helpful in registration and information access, while 78.5% considered the system’s data management secure and accurate. The integration of Mobile JKN with the Electronic Medical Record (EMR) was found to accelerate administrative processes and reduce patient waiting times. However, around 20% of respondents stated that the application interface was still unattractive and that program information was not entirely clear. Overall, Mobile JKN contributes positively to improving efficiency and service quality, although interface development and enhancement of users’ digital literacy are still needed.