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All Journal Asian Journal of Management Analytics
Cahyo Bagus Syahputro
Universitas Yudharta Pasuruan
Decision Sciences, Operations Research & Management

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Implementation of the National Health Insurance Mobile Application in First-Level Health Facilities: A Phenomenological Study at the Insan Prima Wonokoyo Clinic Cahyo Bagus Syahputro; Aminullah Aminullah
Asian Journal of Management Analytics Vol. 5 No. 4 (2026): October 2026
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ajma.v5i4.17255

Abstract

This study aims to analyze the implementation of the Mobile National Health Insurance (JKN) application and the factors hindering it at the Insan Prima Wonokoyo Clinic. Employing a qualitative method with a phenomenological approach and Merilee S. Grindle’s policy implementation framework, data were collected through in-depth interviews, observation, and documentation. The background of the issue reveals a low Mobile JKN adoption rate of only 33.3%, with the majority of patients (66.7%)—predominantly the elderly—still heavily reliant on manual registration. The findings uncover a clash between rigid centralized digitalization regulations and the sociocultural readiness of the rural community. Elderly patients were found to experience "digital anxiety," which ultimately triggered "role overload" for counter staff, as they were required to simultaneously act as digital educators.
Co-Authors Aminullah Aminullah