ANALYSIS OF SATISFACTION AND SERVICE QUALITY ON APPLICATION USER LOYALTY MOBILE JKN FOR PARTICIPANTS BPJS KESEHATAN HOLY BRANCH

Abstract

BPJS Health is currently undergoing digital transformation in the form of an application mobile JKN. Mobile JKN allows participants to access and obtain service information easily. Application mobile JKN can be used anytime, anywhere. This research aims to determine the effect of satisfaction and service quality on application user loyaltymobileJKN for BPJS Health Participants, Kudus Branch. This research is a quantitative analytical research by designcross-sectional. The population in this study amounted to 16,294 users. Sampling using techniques purposive samplingwith a total of 200 respondents. The research instrument used a questionnaire and the data analysis used was bivarate with testschisquareMultivariate and logistic regression tests. The research results show that 90.5% of users are satisfied, 86.5% rate the service quality as good, 87% of users are loyal. There is a significant influence of the user satisfaction variable with P-value 0.013 < 0.05. There is a significant influence of the JKN mobile application service quality variable on loyalty among BPJS Health Kudus Branch participants, P-value 0.000 < 0.05. There is a positive and significant influence on the user satisfaction variable, service quality on the user loyalty variable. Expected quality of application service mobile JKN will be further improved to create high user loyalty.