ADZANI, SHAYLIKA HAFANA (2025) KUALITAS PELAYANAN APLIKASI MOBILE JKN DI BPJS KESEHATAN KOTA TANGERANG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This research focuses on the service quality of the Mobile JKN application at BPJS Kesehatan in Tangerang City. The objective of this study is to assess the quality of public services provided through the Mobile JKN application operated by BPJS Kesehatan Tangerang City. The evaluation of service quality is based on the e-Service Quality theory by Papadomichelaki and Mentzas (2012), which includes four indicators: Efficiency, Trust, Reliability, and Citizen Support. This study employs a quantitative approach with a descriptive method. Data was collected through questionnaires distributed to 270 respondents who are users of the Mobile JKN application in Tangerang City and analyzed using SPSS version 25. Based on the data analysis, the overall service quality of the Mobile JKN application at BPJS Kesehatan Tangerang City reached a percentage of 78%, exceeding the minimum hypothesis threshold of 65%. The research findings show that all four indicators received relatively high percentages: Trust (80%), Citizen Support (79%), Efficiency (78%), and Reliability (76%). Therefore, it can be concluded that the service quality of the Mobile JKN application at BPJS Kesehatan Tangerang City falls within the "good" category, although improvements are still needed, particularly in the aspects of reliability and technical efficiency of the service.
| Item Type: | Thesis (S1) | ||||||
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| Additional Information: | Penelitian ini berfokus pada Kualitas Pelayanan Aplikasi Mobile JKN di BPJS Kesehatan Kota Tangerang. Tujuan penelitian ini untuk mengetahui kualitas pelayanan publik melalui aplikasi Mobile JKN yang diselenggarakan oleh BPJS Kesehatan Kota Tangerang. Penilaian kualitas pelayanan menggunakan teori e-Service Quality oleh Papadomichelaki dan Mentzas (2012), yang mencakup empat indikator: Efficiency (Efisiensi), Trust (Kepercayaan), Reliability (Keandalan), dan Citizen Support (Dukungan Masyarakat). Penelitian ini menggunakan pendekatan kuantitatif dengan metode deskriptif. Data dikumpulkan melalui kuesioner terhadap 270 responden pengguna aplikasi Mobile JKN di Kota Tangerang dan dianalisis menggunakan perangkat lunak SPSS 25. Berdasarkan pengolahan data yang dilakukan, tingkat kualitas pelayanan Aplikasi Mobile JKN di BPJS Kesehatan Kota Tangerang memperoleh persentase sebesar 78%, yang berarti melebihi batas hipotesis minimal sebesar 65%. Hasil penelitian menunjukkan bahwa keempat indikator tersebut memperoleh persentase yang cukup tinggi: Trust (80%), Citizen Support (79%), Efficiency (78%), dan Reliability (76%). Dengan demikian, dapat disimpulkan bahwa kualitas pelayanan aplikasi Mobile JKN di BPJS Kesehatan Kota Tangerang berada dalam kategori baik, meskipun masih diperlukan peningkatan khususnya pada aspek keandalan dan efisiensi teknis layanan. | ||||||
| Uncontrolled Keywords: | Service Quality, Mobile JKN, Tangerang City Kualitas Pelayanan, Mobile JKN, Kota Tangerang. | ||||||
| Subjects: | H Social Sciences > Public Administration | ||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
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| Depositing User: | Shaylika Hafana Adzani | ||||||
| Date Deposited: | 28 Aug 2025 04:01 | ||||||
| Last Modified: | 28 Aug 2025 04:01 | ||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/52936 |
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