Pengaruh Kualitas Layanan terhadap Kepuasan Pengguna Aplikasi Mobile JKN menggunakan Metode End User Computing Statisfaction (EUCS)

Abstract

Digital public services such as the Mobile JKN application are intended to make it easier for participants to access BPJS Kesehatan services, yet users still report problems such as login errors, slow loading, and menus that fail to open during peak hours. This study aims to analyze the effect of service quality on user satisfaction with the Mobile JKN application using the End User Computing Satisfaction (EUCS) method, covering the content, accuracy, and ease of use dimensions. A quantitative approach was applied using an online questionnaire with a 1–5 Likert scale distributed to Mobile JKN users through purposive sampling, resulting in 75 valid responses. The data were analyzed using SPSS through classical assumption tests, multiple linear regression, t-test, F-test, and the coefficient of determination. The results show that content (t = 3.649; sig. 0.000) and accuracy (t = 2.057; sig. 0.043) have a positive and significant effect on user satisfaction, whereas ease of use has no significant effect (t = 1.553; sig. 0.125). Simultaneously, the three variables have a significant effect (F = 70.163; sig. 0.000), with an Adjusted R Square of 0.737, indicating that 73.7% of the variation in user satisfaction is explained by the model. It can be concluded that the completeness and accuracy of information are the most decisive factors in Mobile JKN user satisfaction, so developers should prioritize content quality and data accuracy in the application.