Patients' experiences in using Mobile JKN as a public service innovation at Sei Jang Community Health Center, Tanjungpinang City

Fathur Rahman Ramadhan, Imam Yudhi Prastya and Firman Firman
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Fathur Rahman Ramadhan: Universitas Maritim Raja Ali Haji
Imam Yudhi Prastya: Universitas Maritim Raja Ali Haji
Firman Firman: Universitas Maritim Raja Ali Haji

Priviet Social Sciences Journal, 2026, vol. 6, issue 7, 618-630

Abstract: Patient experience with the JKN Mobile Application reflects how patients perceive and respond to a digital health-service innovation implemented at the Sei Jang Community Health Center, Tanjungpinang City. This study seeks to explore and describe how patients experience the Mobile JKN application by examining four dimensions: perceived performance benefits, perceived ease of use, social influence, and supporting conditions. A qualitative-descriptive design was applied, with data gathered through in-depth interviews and documentary review. Findings show that Mobile JKN enhances the efficiency and accessibility of healthcare services by enabling online registration and queue booking, although adoption is shaped by patients' digital literacy, the support they receive from family and healthcare staff, and the availability of adequate facilities. The study suggests strengthening outreach and user assistance, particularly for older patients, alongside upgrading supporting infrastructure such as network coverage, Wi-Fi availability, and system reliability, in order to raise the overall quality of digital health services.

Keywords: patient experience; mobile JKN; performance expectations; effort expectations; social influence; facilitating conditions (search for similar items in EconPapers)
Date: 2026
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DOI: 10.55942/pssj.v6i7.2031

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