Health Application Service Quality Using Servqual and CSI Method

Mobile JKN is an application that facilitates access to health services in Indonesia managed by BPJS Kesehatan. The evaluation method used is Servqual and CSI, by examining aspects of tangibility, reliability, responsiveness, assurance, and empathy. The quality of service of health applications is an important aspect in the context of the National Health Insurance Program (JKN) in Indonesia. This research focuses on evaluating the service quality of Mobile JKN. Data was obtained through questionnaires distributed to application users in Pekanbaru City. Some problems show the lack of customer satisfaction in using the application, there are weaknesses such as the difficulty of verification/OTP. The results then obtained a result of 74% with the category Satisfied.