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All Journal Jurnal Algoritma Jurnal Teknologi Informasi dan Ilmu Komputer JAIS (Journal of Applied Intelligent System) Sinkron : Jurnal dan Penelitian Teknik Informatika Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) Jurnal Nasional Pendidikan Teknik Informatika (JANAPATI) JURTEKSI Jurnal Mantik Jurnal Teknik Informatika (JUTIF) Journal of Electrical, Electronic, Information, and Communication Technology (JEEICT) Jurnal PkM MIFTEK Jurnal Algoritma INTERNAL (Information System Journal) Journal of Intelligent Systems Technology and Informatics International Journal of Applied Information Systems and Informatics
Indri Tri Julianto
Department Of Computer Science, Institut Teknologi Garut, Indonesia
Humanities Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Languange, Linguistic, Communication & Media Social Sciences Other

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Analysis of the Usability Level of the JKN Mobile Application Using the User Experience Questionnaire (UEQ) and Importance–Performance Analysis (IPA) Methods Haris, Gendhi; Tri Julianto, Indri; Ridwan Ibrahim, Maulana
Journal of Applied Information System and Informatic (JAISI) Vol 3, No 2 (2025): November 2025
Publisher : Deparment Information System, Siliwangi University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37058/jaisi.v3i2.17008

Abstract

The JKN Mobile application developed by BPJS Kesehatan is a digital service for National Health Insurance (JKN) participants to access features for checking membership, online queues, and complaint services. JKN Mobile contributes significantly to the digitalization of healthcare services, but various negative reviews still emerge, especially regarding the interface aspect. This study analyzes the usability level of the application using the User Experience Questionnaire (UEQ) and Importance Performance Analysis (IPA) methods. The UEQ assesses six aspects of user experience, while IPA maps attributes based on importance and performance. The analysis results show a gap between expectations and experience. Clarity (1.1056, 0.4021), efficiency (1.0181, 0.0026), and appeal (1.0946, -0.019) fall into the "maintain performance" quadrant. Novelty (0.0965, 0.4113) is in the "top priority" quadrant, stimulation (0.8763, -0.1192) is a low priority, while accuracy (0.9514, -0.1224) is excessive. These findings provide a comprehensive overview of aspects that need to be maintained or improved. User feedback-driven strategies and agile approaches are recommended to make application development more innovative, optimal, and responsive to the needs of digital healthcare services.
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