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All Journal Termometer: Jurnal Ilmiah Ilmu Kesehatan Dan Kedokteran
Meila Nissa Solihah
Universitas ‘Aisyiyah Surakarta
Dentistry Health Professions Public Health

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Journal : Termometer: Jurnal Ilmiah Ilmu Kesehatan Dan Kedokteran

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Gambaran Kepuasan Pengguna Aplikasi Mobile JKN Dengan Metode Analisis E-Servqual Meila Nissa Solihah; Winda Azmi Meisari
Termometer: Jurnal Ilmiah Ilmu Kesehatan dan Kedokteran Vol. 2 No. 3 (2024): Juli : Termometer: Jurnal Ilmiah Ilmu Kesehatan dan Kedokteran
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/termometer.v2i3.4117

Abstract

This research was conducted to determine the level of service quality of the Mobile JKN application using the 7 dimensions of e-ServQual. Measuring service quality is done by calculating the gap between the expected service and the service received by customers. The main data was collected using a questionnaire that had passed validity and reliability tests using the Statistical Program for Social Science (SPSS) software. The questionnaire was filled in by respondents who had registered and used the Mobile JKN application using primary data collection techniques with a sample size of 100 people rounded up to 102 respondents. And from the results of the research conducted it can be concluded that based on the analysis of the gap values ​​in each e-ServQual dimension for the Mobile JKN application, it was found that all dimensions have negative gap values, the efficiency dimension has a gap of -0.167 in the reliability dimension (reliability) has a gap of -0.093, the fulfillment dimension has a gap of -0.005, the privacy dimension has a gap of -0.059, the responsiveness dimension has the largest gap, -0.176, the compensation dimension has a gap of -0.118 , finally the contact dimension has a gap of -0.172.
Co-Authors Husnaa Dian Puspita Muhlizardy Muhlizardy Winda Azmi Meisari