Service Quality Analysis of M-Health Application Satisfaction And Continual Usage

Smartphone technology in health is critical, especially in improving health services quality and quality. The use of smartphone technology in health services is called Mobile Health (M-Health). The application of M-health is one solution to improve the quality of public health services. The application of M-Health will make it easier for users to obtain health information and services. JKN Mobile is an M-Health application that provides health insurance services managed by the Indonesian government. The JKN Mobile application has several features such as documentation of medical records, viewing the number of bills to be paid, updating participant data, and conducting online doctor consultations. This study aims to analyze the service quality factors that affect satisfaction and continuous use of the JKN Mobile Application using the Service Quality of M-Health Model. This study uses quantitative methods by analyzing data using Structural Equation Modeling (SEM) involving 100 respondents using the JKN Mobile Application. The results showed that the variables of interaction quality and information quality as dimensions of service quality significantly influenced user satisfaction. Information quality has a significant influence on sustainable use. Monetary cost does not significantly affect user satisfaction and continuous use of the JKN Mobile Application.