The Impact of the Digitalization of Health Services on the Accessibility and Quality of JKN Services in Klaten Regency

Nurul Latifah; Nur Fitri Mutmainah; Mohamad Sukarno

doi:10.55681/armada.v4i9.4028

Authors

Nurul Latifah Department of Public Administration, Universitas ‘Aisyiyah Yogyakarta, Yogyakarta, Indonesia
Nur Fitri Mutmainah Department of Public Administration, Universitas ‘Aisyiyah Yogyakarta, Yogyakarta, Indonesia
Mohamad Sukarno Department of Public Administration, Universitas ‘Aisyiyah Yogyakarta, Yogyakarta, Indonesia

DOI:

https://doi.org/10.55681/armada.v4i9.4028

Keywords:

Digitalization Of Health Services, Mobile JKN, Service Accessibility, Service Quality, Technology Adoption

Abstract

This study examines the impact of digital health service implementation through the Mobile JKN platform on the accessibility and quality of National Health Insurance (JKN) services in Klaten Regency. The study was motivated by the low utilisation of the application, which is influenced by technological acceptance, infrastructure readiness, and user capabilities. A quantitative approach was employed using a survey method involving 156 JKN participants selected through simple random sampling. Data were analysed using Structural Equation Modelling (SEM) with SmartPLS to examine the relationships among research variables. The findings reveal that Mobile Technology Acceptance, Government Needs, and the Role of Service Providers significantly influence the accessibility and quality of JKN services. The Role of Service Providers was identified as the most dominant factor in supporting the effectiveness of digital health service implementation. Meanwhile, infrastructure and telecommunications readiness did not show a significant effect. These findings indicate that non-technical factors, particularly service provider capacity and user assistance, play an important role in improving digital health service effectiveness and user satisfaction. The study recommends strengthening healthcare workers’ competencies and providing user support for Mobile JKN utilisation.

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