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Mustainah
Tadulako University
Social Sciences

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Efektivitas Pelayanan Publik Berbasis e-Government Di Badan Penyelenggara Jaminan Sosial Kesehatan Kota Palu Putri Amelia H.; Mustainah; Mukarramah
JPS: Journal of Publicness Studies Vol 3 No 03 (2026): Journal of Publicness Studies
Publisher : Program Studi Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Tadulako

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22487/na6k9g64

Abstract

This study aims to analyze the effectiveness of e-government-based public services through the use of the Mobile JKN application at BPJS Kesehatan in Palu City, using Richard M. Steers' organizational effectiveness theory, which includes goal achievement, integration, and adaptation aspects. This study uses a qualitative descriptive approach. Data were collected through interviews, observations, and documentation, then analyzed to describe the effectiveness of implementing digital-based services. The results show that the application of Mobile JKN has made a fairly good contribution to public service delivery, marked by easier access to services, more efficient service processes, smooth coordination between BPJS Kesehatan, participants, and healthcare facilities, as well as efforts to adapt services to community needs.. However, its implementation still faces some obstacles, including the low understanding of some participants in using the app's features, network and system disruptions, and the uneven use of Mobile JKN among participants. Therefore, there needs to be more socialization, education, and support for the community so that the use of the Mobile JKN app can be more optimal.
Co-Authors Mukarramah Putri Amelia H.