<![CDATA[The digitalisation of National Health Insurance services through the Mobile JKN application is expected to ease participants’ access, yet technical complaints and unequal digital literacy still leave user satisfaction uneven. This study analyses the effect of the effectiveness of Mobile JKN use and electronic service quality on the satisfaction of outpatients at RS Mitra Sehat Situbondo. A quantitative cross-sectional survey was conducted among 100 purposively selected Mobile JKN users. A 24-item Likert questionnaire was adapted from perceived usefulness, E-S-QUAL, and expectation-confirmation theory. Data were analysed with multiple linear regression on total scores after validity, reliability, and classical assumption tests. All items were valid and reliable (Cronbach’s alpha 0.879–0.949). Residuals were normally distributed, multicollinearity was absent (VIF = 1.087), and the Glejser test indicated no heteroscedasticity. Usage effectiveness had a positive and significant effect on satisfaction (B = 0.408; p < .001), as did electronic service quality (B = 0.200; p < .001). Jointly, the two variables explained 38.1% of the variance in satisfaction (F = 29.813; p < .001). Satisfaction is therefore shaped both by the application’s success in completing service needs and by the quality of the digital process, so hospitals and BPJS Kesehatan should strengthen system reliability, the accuracy of service status information, and user assistance for patients]]>
