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All Journal Jurnal Riset Manajemen dan Ekonomi
Derma Sintike Gultom
Universitas Jambi
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Kualitas dan Efektivitas Layanan Mobile Jaminan Kesehatan Nasional terhadap Kepuasan Peserta Jaminan Sosial Kesehatan (BPJS) Kota Jambi Derma Sintike Gultom; Rama Dhonal; Ovie Yanti
JURNAL RISET MANAJEMEN DAN EKONOMI (JRIME) Vol. 4 No. 4 (2026): Oktober: Jurnal Riset Manajemen dan Ekonomi
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jrime.v4i4.4999

Abstract

This study aims to analyze the relationship between the quality and effectiveness of the Mobile Jaminan Kesehatan Nasional (M-JKN) service and the satisfaction of BPJS Kesehatan participants in Jambi City. A quantitative approach was employed, utilizing data collected from BPJS Kesehatan participants in Jambi City who had used the M-JKN application. Data collection was conducted via questionnaires using a Guttman scale as the measurement instrument. Data analysis included instrument validity and reliability testing, normality testing, multiple linear regression analysis, and hypothesis testing to determine the relationships between the research variables. The results indicate that M-JKN service quality has a positive and significant effect on the satisfaction of BPJS Kesehatan participants in Jambi City. M-JKN service effectiveness also demonstrates a positive and significant influence on participant satisfaction. Simultaneous testing revealed that the quality and effectiveness of the M-JKN service collectively have a significant impact on participant satisfaction. These findings indicate that enhancing the quality and effectiveness of the M-JKN service is crucial for facilitating easy and efficient digital access to healthcare services and improving the service experience for BPJS Kesehatan participants in Jambi City.
Co-Authors Rama Dhonal Yanti, Ovie