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 (Universitas Yudharta Pasuruan)
Aminullah Aminullah (Universitas Yudharta Pasuruan)

Asian Journal of Management Analytics
Vol. 5 No. 4 (2026): October 2026

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.