The Influence of Digital Service Quality and the Usefulness of the Jamsostek Mobile (JMO) Application on Participant Satisfaction
DOI:
https://doi.org/10.54099/hbr.v6i2.1955Keywords:
Digital Service Quality, Application Usefulness, Participant SatisfactionAbstract
Purpose - This study aims to analyze the influence of digital service quality and the perceived usefulness of the Jamsostek Mobile (JMO) application on participant satisfaction at BPJS Ketenagakerjaan Palembang Branch Office. Methodology/approach - Purposive sampling was used in this study's quantitative methodology. One hundred respondents who regularly utilized the Jamsostek Mobile application were given questionnaires to complete in order to gather data. Multiple linear regression, partial hypothesis testing (t-test), simultaneous hypothesis testing (F-test), and coefficient of determination (R2) were used to analyze the gathered data using the Statistical Package for the Social Sciences (SPSS). Findings - The findings indicate that digital service quality has a positive and significant influence on participant satisfaction. Likewise, the perceived usefulness of the JMO application significantly affects participant satisfaction. Simultaneously, both independent variables significantly contribute to participant satisfaction. The study demonstrates that improving service reliability, responsiveness, system security, ease of use, and perceived usefulness can increase user satisfaction toward BPJS Ketenagakerjaan digital services. Novelty/value - This research provides empirical evidence regarding the implementation of digital public services within BPJS Ketenagakerjaan by integrating digital service quality and perceived usefulness into a single research model. Unlike previous studies that mainly focused on specific JMO features or claim services, this study evaluates the overall utilization of the JMO application in improving participant satisfaction at the Palembang Branch Office.
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