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Digital transformation in healthcare services is a strategic approach to improve access, efficiency, and service quality, particularly within Indonesia’s National Health Insurance (JKN) system. BPJS Kesehatan has introduced an online queue feature through the Mobile JKN application to minimize manual queuing and reduce waiting times in outpatient services. However, despite the widespread ownership of the application, its actual utilization for online queuing remains relatively low, including in a regional public hospital (RSUD) in West Bandung. This condition reflects a gap between the availability of digital health technology and patients’ actual usage behavior, highlighting the need to examine factors influencing adoption.This study aims to analyze the effects of perceived ease of use, social influence, and facilitating conditions on the actual use of the Mobile JKN online queue, with behavioral intention as an intervening variable among outpatients. A quantitative cross-sectional design was applied, involving 255 JKN outpatient participants selected through purposive sampling. Data were collected using structured questionnaires and analyzed using Structural Equation Modeling (SEM) with AMOS version 24, based on the Technology Acceptance Model (TAM) and the Unified Theory of Acceptance and Use of Technology (UTAUT). Data analysis included descriptive statistics, validity and reliability testing, normality assessment, goodness-of-fit evaluation, Three Box Method, and hypothesis testing.

The digital transformation of health services through the Mobile JKN application was introduced by BPJS Kesehatan to provide easier access for the public in obtaining information, managing membership administration, and receiving health services more quickly and efficiently. This study aims to measure the readiness level of patients at Abdul Manap Regional Hospital, Jambi City, in adopting the Mobile JKN application using the HOT-Fit method, which covers three main components: Human, Organization, and Technology. Data were collected from 360 respondents through questionnaires and analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM). The results indicate that technology factors—including system quality, information quality, and service quality— along with organizational support have a significant effect on system use and user satisfaction, which in turn positively influence the net benefits. The outer loading values of all indicators exceeded 0.7, with Composite Reliability above 0.8 and AVE above 0.6, confirming that the research instruments are valid and reliable. Overall, patients at Abdul Manap Hospital are categorized as ready to adopt Mobile JKN, although improvements in digital literacy and stronger organizational support are still required to optimize its utilization.

The JKN Mobile application is an electronic-based service innovation introduced by BPJS Health to facilitate JKN participants in accessing healthcare services and managing their membership information. This study aims to explore the experiences and perspectives of outpatient patients regarding the effectiveness of the JKN Mobile online registration system at Baubau City Regional General Hospital. A qualitative phenomenological approach was employed, with informants selected through purposive sampling. Data were collected to capture the meanings of patients’ experiences in using the application. The findings show that most patients are satisfied with the practicality, speed, and flexibility of the online registration system. However, technical problems, particularly unstable internet connectivity, remain a major challenge. Furthermore, the online registration system has contributed to improved service efficiency and patient satisfaction. These findings indicate the importance of continuous evaluation and improvement of the JKN Mobile online registration system to enhance service quality and health information system development at Baubau City Regional General Hospital.

This study examines the implementation of digital health services via the Mobile JKN application at the Payung Sekaki Community Health Center in Pekanbaru City and explores factors affecting service effectiveness, especially complaints about long waiting times. Using a descriptive qualitative approach based on the Mobile Health Acceptance Model by Handayani et al. (2021), the study focuses on five constructs: ease of use, system availability, system responsiveness, health workers’ digital skills, and user trust. The results show that Mobile JKN has significantly simplified administrative processes, accelerated registration, and improved service efficiency at the health center. Effectiveness is supported by factors such as the application’s general ease of use, faster queue data processing, and adequate digital skills among staff. Users also show a high level of trust, though queue time estimation still needs improvement. Despite these benefits, complaints about long waits persist due to patients who register online but still queue manually and misunderstandings between Mobile JKN and e-Puskesmas queue numbers. Late patient arrivals also contribute to delays. Overall, Mobile JKN proves effective in enhancing digital health services, but further optimization is needed through better socialization of service procedures, accurate queue information, and improved system integration to maximize the advantages of digitalization.

This study evaluated the effectiveness of the JKN Mobile interface using Nielsen’s Usability Heuristic Principles to identify issues that affect clarity, consistency, and user navigation. The research applied a descriptive qualitative approach through interface observation and visual analysis, focusing on typography, layout, color usage, iconography, and feedback mechanisms. The findings showed that several essential elements of system status were not clearly presented, such as loading indicators, data update information, and synchronization cues. Inconsistencies in icon style, visual hierarchy, and button functions further reduced predictability and increased the cognitive load on users. Some screens also displayed incomplete content and unclear action mapping, which disrupted task flow. The study concludes that improving visual hierarchy, standardizing interface components, refining navigation paths, and providing clearer feedback can strengthen usability and support the application’s role as an accessible digital public service.

The National Health Insurance program (JKN) has been in effect in Indonesia since early 2014, administered by the Social Security Administration (BPJS). The purpose of this community service program is to enhance the role of youth in optimizing the use of Mobile JKN and to assist the community in utilizing it. Mobile JKN is an innovation for the community, eliminating the need to wait in long queues at healthcare services. The participants were adolescents, specifically 13 students from MTs. Muhammadiyah Palleko in Takalar Regency. The method used was to provide outreach through presentations on the procedures for using Mobile JKN, followed by discussions to clarify any issues that the students still lacked. The results of this community service program are expected to increase the youth's knowledge of the use and utilization of Mobile JKN as a form of digital health care that can improve the effectiveness of healthcare services, enabling them to become agents of change in the success of the JKN program in Takalar City.

This study aims to analyze the adaptation strategies of Ananda Sehat Karangsono Clinic in facing the competition in healthcare services in the era of the National Health Insurance (JKN). The background of this research is based on the increasingly fierce competition between healthcare facilities, both clinics and hospitals, in providing fast, efficient, and quality services according to JKN standards. The presence of the JKN program, which demands integrated, transparent, and technology-based services, encourages clinics to innovate to remain competitive and maintain operational sustainability. The research method used is descriptive qualitative with data collection techniques through in-depth interviews, participatory observation, and documentation studies. Research informants included clinic leaders, healthcare workers, and administrative staff, thus providing a comprehensive perspective on the implemented adaptation strategies. The results show that Ananda Sehat Karangsono Clinic has integrated digital technologies, such as the Mobile JKN application and WhatsApp, to speed up the registration process, verify patient data, and facilitate communication. This innovation can improve the efficiency of service flows, reduce queues, and create a better service experience for patients. In addition, the clinic emphasizes the importance of patient satisfaction by improving service quality, speed, and friendliness of healthcare workers and support staff. The adaptation strategy implemented was not limited to technological aspects, but also encompassed operational efficiency and humanistic interpersonal services. Overall, the clinic's adaptation strategy was flexible and holistic, encompassing digitalization, strengthening internal management, and developing positive patient relationships. These findings confirm that the clinic was able to maintain competitiveness and service sustainability amidst the dynamics of the National Health Insurance (JKN) and the digitalization of the healthcare system.  

This community service activity aimed to improve administrative staff’s knowledge regarding the importance of the online queue system using the Mobile JKN Application for BPJS outpatient services at Mitra Sejati General Hospital in 2025. The method used was a quasi-experimental design with a pretest–posttest approach involving the entire population of 55 respondents selected through total sampling. The intervention was conducted through direct counseling and assistance. Data were analyzed using the Wilcoxon test with a significance level of α=0.05. The results showed an increase in good knowledge from 63.6% to 76.4% after the intervention, with a p-value of 0.035, indicating a significant difference before and after counseling. The implementation of the Mobile JKN online queue feature proved effective in reducing waiting times, increasing service transparency, and improving patient satisfaction. It is recommended that the hospital continue socialization efforts and encourage optimal use of the application to enhance healthcare service quality.

The National Health Insurance (JKN) program is a strategic initiative by the Indonesian government to ensure accessible and affordable healthcare for all citizens. Based on literature review and analysis of secondary data, the JKN program significantly contributes to reducing direct household health expenditures (Out-of-Pocket/OOP), particularly among low-income and vulnerable populations. However, several challenges remain, including additional outlays for uncovered services such as non-generic medications and inpatient class upgrades, as well as limitations in health infrastructure. Furthermore, the integration of digital technology through the JKN Mobile application demonstrates a high level of effectiveness in administrative efficiency and user participation. This platform has expanded healthcare accessibility and improved user satisfaction, although digital literacy and technological disparities persist. Hence, strengthening technology-based policies and conducting regular evaluations are essential for ensuring the sustainability and equity of the JKN program implementation.

The JKN mobile application in Semarang City in 2021 has been used by 228,965 people, while it is not comparable to BPJS Health participants, which amounted to 2,664,532 people and if it is percented, only 11% of JKN mobile users. The purpose of this study was to determine the effect of JKN mobile service quality on user satisfaction. This research was conducted using a quantitative cross-sectional design. The sample size was calculated using the Lameshow formula and the results obtained were 385 respondents with the inclusion criteria of JKN mobile users at the Semarang State University Service Center. This research was conducted from September to December 2024. The results showed that the core scale of service quality that has an influence on user satisfaction is efficiency (p value 0.000) and reliability (p value 0.005). The core scale of service quality that has no influence on satisfaction is fulfillment (p value 0.068) and confidentiality (p value 0.404).

Non-Communicable Diseases (NCDs) are a group of diseases that are not transmitted through infection or direct contact with other individuals, but are caused by a combination of genetic, environmental and behavioral factors. NCDs are one of the main causes of death globally, with prevalence rates continuing to increase, especially in developing countries. The main risk factors for NCDs include unhealthy diet, lack of physical activity, tobacco consumption and excessive alcohol use. Prevention and control of NCDs requires a multidisciplinary approach, involving public education, health system strengthening, public policies that support health, as well as early detection and risk management. Effective treatment of NCDs is very important to improve people's quality of life and reduce the economic burden caused by this disease. Prevention of PTM can be done through PTM screening. The government has provided this skinning method through the JKN mobile application. The method used in this activity is direct socialization and discussion directly with participants using power point media. The results showed that participants were very enthusiastic about following the education provided and enthusiastic about knowing how to carry out screening using the JKN application.

Non-Communicable Diseases (NCDs) are a group of diseases that are not transmitted through infection or direct contact with other individuals, but are caused by a combination of genetic, environmental and behavioral factors. NCDs are one of the main causes of death globally, with prevalence rates continuing to increase, especially in developing countries. The main risk factors for NCDs include unhealthy diet, lack of physical activity, tobacco consumption and excessive alcohol use. Prevention and control of NCDs requires a multidisciplinary approach, involving public education, health system strengthening, public policies that support health, as well as early detection and risk management. Effective treatment of NCDs is very important to improve people's quality of life and reduce the economic burden caused by this disease. Prevention of PTM can be done through PTM screening. The government has provided this skinning method through the JKN mobile application. The method used in this activity is direct socialization and discussion directly with participants using power point media. The results showed that participants were very enthusiastic about following the education provided and enthusiastic about knowing how to carry out screening using the JKN application.

The National Health Insurance Program (JKN) organized by BPJS Health aims to improve access and quality of health services for all levels of Indonesian society. This research examines the effectiveness of the JKN program, with a focus on the use of the JKN mobile application, program implementation in health facilities, and factors that influence service quality. Based on case studies in several regions, the research results show that the JKN mobile application makes it easy for participants to access health-related services and information, although there are still obstacles such as a lack of public understanding of the application and technical problems. Apart from that, health services in hospitals and community health centers still face challenges such as a shortage of medical personnel, delays in services, and timeliness in administrative processes. Although the JKN program has expanded access to services, challenges in equal distribution of service quality and health resources still need to be overcome. Overall, the JKN program plays an important role in improving people's health and welfare, but improvements are needed in terms of community understanding, infrastructure and service efficiency to achieve more optimal and equitable health goals throughout Indonesia.

Through Presidential Regulation No. 82 of 2018, concerning Health Insurance in article 48, one of the benefits of promotive preventive services is health history screening services. Health history screening abbreviated as SRK is a preventive effort that can detect participants with a potential risk of diabetes, hypertension, kidney failure and coronary heart disease. This SRK filling activity is very beneficial for JKN participants, one of which is that they can find out the potential risk of disease as early as possible for themselves and their family members. Some people still have minimal knowledge about the Mobile JKN application, there are several obstacles in the community, especially the elderly who experience either a lack of smartphones or a lack of understanding of how to use the Mobile JKN application, so these obstacles are the main problems that occur in the Marpoyan Damai area, especially in the Jl. nurul. The aim of the activity is to increase the public's insight and knowledge regarding how to use and benefit the Mobile JKN application in health history screening. In this case, the service team will provide education and assistance with health screening through the BPJS application as an effort to prevent disease. The location for this activity will be carried out in one of the neighborhoods in Pekanbaru City, namely the RT 01 RW 21 Tangkerang Tengah neighborhood, Pekanbaru City. The aim is that after this community service is carried out, it can improve the level of public health through health screening in the application and also increase the knowledge of the community in the area regarding the use of family medicinal plants (herbal medicine)

Implementasi Jaminan Kesehatan Nasional (JKN) di Indonesia menghadapi berbagai tantangan, termasuk kurangnya pemahaman masyarakat dan masalah keuangan yang dihadapi BPJS Kesehatan. Penelitian ini bertujuan untuk menganalisis tantangan dan peluang dalam penggunaan JKN, serta memberikan rekomendasi untuk perbaikan. Metode yang digunakan adalah studi literatur, dengan mengumpulkan dan menganalisis berbagai sumber yang relevan. Hasil penelitian menunjukkan bahwa tantangan utama meliputi kurangnya sosialisasi, kesenjangan akses layanan kesehatan, dan masalah finansial. Meskipun demikian, terdapat peluang signifikan untuk meningkatkan kualitas layanan melalui partisipasi masyarakat dan pemanfaatan teknologi, seperti aplikasi Mobile JKN. Kesimpulan dari penelitian ini adalah bahwa untuk mencapai Universal Health Coverage (UHC), dibutuhkan inovasi dalam pengelolaan mutu layanan dan perbaikan sistem operasional. Saran yang diberikan mencakup peningkatan sosialisasi, penguatan infrastruktur kesehatan, dan peningkatan distribusi tenaga medis agar akses layanan kesehatan dapat merata dan berkualitas bagi semua lapisan masyarakat.

In this era of globalization, technological progress is growing very rapidly, one of which is in the health sector. The development of various technologies makes it easier in the health sector, one of which is in the registration section. Bandar Lampung Adventist Hospital is one of the hospitals that utilizes technological advances using the Mobile JKN application. To achieve the goal of using the online registration system, 5 elements of management or management facilities are needed, namely: man, money, material, machine, and method. The purpose of this study was to review the use of an outpatient online registration system at the Adventist Hospital in Bandar Lampung. This research was conducted with quantitative descriptive methods, data collection instruments using observations and checklist sheets. From the observation that the man element in the use of the online registration system is not appropriate, this is seen from the HR in charge of the registration section is not a PMIK and of course does not have a medical record STR, the money element in the use of the online registration system is in accordance with this in terms of the budget for the use of an online registration system, the material element is also in accordance with this in terms of several machines used such as the presence of stable WiFi, queue card printing machines, computers, telephones, and televisions that are used as monitors, the machine elements are in accordance with this in terms of their presence an adequate WiFi network in the running system and a registration application system in the form of the Mobile JKN application. And the elements of the method are also in accordance with this in terms of the SOP for online outpatient registration and the registration procedure that is already running.

Background; JKN Mobile  is a non-face-to-face application that has many features and facilities participants in maximizing the national health insurance program organized by BPJS Health. In 2013, the number of JKN Mobile users in Surakarta reached 373.212 users. Providing information and understanding through video media to the public is a first step in increasing the use of JKN Mobile application. Objective; As a media of information and education to improve the use JKN Mobile applications in the community. Method; The method of this activity is implemented in the form of socialization through video media related to JKN Mobile. Result; Before the education related to the use of JKN Mobile application only 45% of population knew and used the application. After the education, 90% of the people who followed the activity knew and will use the JKN Mobile application to get health services. Conclusion; after educating through the video “ Let’s Use JKN Mobile: Online Health Services Solutions”, the public becomes aware of the use of JKN Mobile applications and will use them to access online health services.

Background: Telemedicine is a long-distance health service carried out by health professionals using information and communication technology, and this is also expected to include the exchange of information for diagnosis, treatment, prevention of injury and research as well as evaluation of education. Research objective: is to determine the analysis of the level of community satisfaction with the implementation of the Telemedicine technology health service application (Mobile JKN) in Sanggrahan Village. The specific objective of this research is to find out: To determine the percentage of community satisfaction and dissatisfaction with the implementation of the telemedicine technology health service application ( Mobile JKN) in Sanggrahan Village. To find out the percentage of good or bad implementation of the Telemedicine technology health service application (Mobile JKN) in Sanggrahan Village. Method: This research is quantitative research with a survey approach. This research aims to collect numerical data to measure an analysis of the level of community satisfaction with the implementation of the Telemedicine technology health service application (Mobile JKN) in Sanggrahan Village. Results: Based on data analysis and discussion, the results of the research can be stated. It can be seen from the values ​​presented, the researcher found that good service quality will provide satisfaction for users. Conclusion: An overview of the level of community satisfaction in Sanggrahan Village is high for 50 respondents (100% ).The description of the implementation of the Mobile JKN application in Sanggrahan Village is mostly high with 40 respondents (80%). There is a relationship between community satisfaction with the implementation of the telemedicine technology health service application (Mobile JKN) in Sanggrahan Village, with a p-value of 0.000 (<0.05 ).

This study aims to analyze the quality of administrative services at UPT Puskesmas Bumi Ayu, Dumai City, as part of primary public health service delivery. Service quality is an important indicator of institutional performance and community satisfaction. This research uses a qualitative approach with data collected through interviews, observation, and documentation. Informants consisted of the head of the health center and a service user selected purposively based on direct involvement in administrative services. The data were analyzed using the Miles and Huberman model, including data reduction, data display, and conclusion drawing. The assessment framework applies five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that administrative services generally perform well, particularly in staff responsiveness, procedural reliability, and empathetic interaction. However, several limitations remain, including limited inpatient room facilities and difficulties among elderly users in understanding the Mobile JKN online registration system. These results suggest that service improvement should focus on strengthening physical infrastructure and enhancing user support for digital service access to improve overall administrative service quality in primary healthcare institutions.

Every citizen has the right to guaranteed access to quality and affordable health services. Initially, all administrative matters related to JKN can be carried out at the BPJS Kesehatan office. However, the covid 19 pandemic situation requires people to limit social interactions to prevent the chain of transmission of covid 19 infection. Therefore, digital innovations such as the JKN mobile application are needed by the public, especially JKN participants. The JKN mobile application is an innovation developed to make it easier for participants who initially carried out administrative activities at the BPJS Kesehatan office, to switch to applications that can be accessed anytime and anywhere. This research is a qualitative research that aims to explore in depth how the use of the JKN mobile application, especially during the Covid-19 pandemic. The informants in this study consisted of 8 informants consisting of BPJS Kesehatan officers and 7 JKN participants who had used the JKN mobile application domiciled in Gianyar Regency, Bali. This study was conducted using the indepth interview method with purposive sampling technique. This research shows the results that the JKN mobile application is very helpful for participants in terms of checking or changing participant data, accessing contribution information and printing digital cards that can be used in health facilities. However, there are still many features that have not been utilized due to participants' ignorance of the existence of features such as online consultations and online queues. So that wider socialization is needed regarding the benefits of the JKN mobile application both on social media and electronic media.