ANALYSIS OF THE INFLUENCE OF JKN MOBILE USERS ON PERCEPTIONS OF PATIENT SATISFACTION OUTPATIENT CARE AT YAPIKA HOSPITAL
ANALISIS PENGARUH PENGGUNAAN JKN MOBILE TERHADAP PERSEPSI KEPUASAN PASIEN RAWAT JALAN DI RUMAH SAKIT YAPIKA
DOI:
https://doi.org/10.24252/hmsj.v7i1.61149Keywords:
Patient Satisfaction, Quality of service, Mobile JKN, Health servicesAbstract
Background: This study aims to examine the relationship between the use of Mobile JKN and outpatient satisfaction at Yapika General Hospital, using five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy.
Objective: The purpose of this study is to examine the relationship between the use of Mobile JKN digital services and outpatient satisfaction at Yapika General Hospital.
Methods: This study employed a quantitative design with a cross-sectional approach. The sample size was 150 respondents, determined through accidental sampling. Data were collected using a Likert-based questionnaire and analyzed through univariate and bivariate tests with a significance level of α = 0.05.
Results: Based on statistical tests, the variables reliability, responsiveness, and assurance significantly influenced patient satisfaction (p<0.05). Meanwhile, the dimensions tangible evidence and empathy did not show a statistically significant relationship (p>0.05). Conclusion: Utilization of the Mobile JKN application has generally met patient satisfaction, but strengthening the empathy aspect is needed to improve overall service quality.
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