Gambaran Perilaku Pemanfaatan Aplikasi Mobile JKN di Puskesmas Wori

Abstract

Digital transformation in healthcare encourages the use of technology to improve access to National Health Insurance (JKN) services. The Mobile JKN application provides various membership administration, healthcare service, information, and complaint features, but its utilization pattern at the primary healthcare level needs to be described more specifically. This study aimed to describe Mobile JKN utilization behavior at Wori Public Health Center based on attitude toward behavior, subjective norm, perceived behavioral control, cues to action, and application utilization. A descriptive quantitative study was conducted in March–April 2026. A total of 106 respondents were selected using purposive sampling from JKN participants who had a Mobile JKN account and had utilized at least one application feature. Data were collected using a closed-ended four-point Likert-scale questionnaire and analyzed using univariate frequency and percentage distributions. The results showed that attitude toward behavior was categorized as good in 100% of respondents, subjective norm in 97.17%, perceived behavioral control in 96.23%, cues to action in 100%, and Mobile JKN utilization behavior in 100%. Of the 23 features assessed, 18 had been utilized. Service Registration (Online Queue) was the most frequently utilized feature, used by 92 respondents (86.8%), while five features had never been utilized. Overall, Mobile JKN utilization behavior was categorized as good, although feature utilization remained concentrated on functions directly related to healthcare service needs. These findings provide a basis for Wori Public Health Center to strengthen practical education and assistance on less-utilized features and on handling common application-related difficulties.