Jamsostek Mobile (JMO): Analysis of Service Quality from a Digital Application on BPJS Ketenagakerjaan Member's Satisfaction

This study aims to explore the service quality of the Jamsostek Mobile (JMO) application used by BPJS Ketenagakerj aan Members in Bali. JMO is a digital platform designed to facilitate access to and management of BP JS Ketenagakerj aan services online. This research adopts a quantitative approach using survey methods to collect data from JMO application users in Bali. The research sample consists of 180 respondents who are active BPJS Ketenagakerjaan members and JMO application users. The obtained data were analyzed using descriptive and inferential statistical analysis, specifically SEM - PLS, to identify the levels of satisfaction and factors influencing perceptions of service quality. The results of this study indicate that service quality positively affects customer satisfaction, user experience, and e-trust. User experience positively affects customer satisfaction. E-trust does not affect customer satisfaction. User experience can mediate the effect of service quality on customer satisfaction. E-trust cannot mediate the effect of service quality on customer satisfaction. This research provides in-depth insights into aspects that need improvement in the digital services of BP JS Ketenagakerj aan to enhance user satisfaction and trust. These findings are expected to assist policymakers and application developers in improving and optimizing the quality of JMO services, and contribute to the literature on service quality in the context of digital applications for public services.