EVALUASI USABILITY APLIKASI MOBILE JKN BERDASARKAN PERSEPSI PENGGUNA.pdf

The Mobile JKN application is a mobile application developed by BPJS Kesehatan to facilitate participants in accessing healthcare services. Through this application, users can perform various activities such as checking membership status, searching for healthcare facilities, registering for healthcare services, and making BPJS contributions. This application aims to enhance the efficiency and accessibility of healthcare services for JKN participants, as well as to simplify administration and user interaction with the BPJS Kesehatan service system digitally. This study aims to evaluate the usability level of the Mobile JKN application based on user perceptions. Usability, according to ISO 9241-11, includes effectiveness, efficiency, and user satisfaction in achieving specific goals. The Mobile JKN application was developed by BPJS Kesehatan to simplify the activities of JKN participants, such as checking status, registering for healthcare facilities, and making contributions. This study employs a quantitative method using a survey involving 61 respondents who have used the Mobile JKN application. Six usability variables analyzed based on the Nielsen (1993) model and ISO 9241-11 are learnability, efficiency, memorability, errors, satisfaction, and usability. Data was collected using a Likert-scale questionnaire and analyzed using Structural Equation Modeling (SEM) with SmartPLS 4.0. The results of the study indicate that efficiency and memorability have a significant impact on the usability of the application, while other variables show a lower influence. This study provides insights into the factors that need to be considered to improve the user experience in the Mobile JKN application. The contribution of this research is to enrich empirical evidence on usability studies of e-health applications in Indonesia and provide practical recommendations for BPJS Kesehatan in optimizing application design and features. The implication of this study suggests that developers should prioritize improving efficiency and memorability to enhance overall usability. Future research can expand the sample size, include qualitative approaches, or examine usability across different demographic segments and devices to gain deeper insights and develop more user-centered digital health services.