This study analyzed online user reviews and popularity trends to assess digital adoption capability in public healthcare services in Indonesia.Sentiment analysis and topic modeling were applied to reviews of the National Health Insurance (JKN) mobile application to identify key themes and sentiments.Google Trends data was used to examine search popularity.The results revealed predominantly negative reviews expressing issues with registration, login, and information accuracy.Positive reviews confirmed the app's helpfulness and convenience for some users.Review topics focused on basic functions like registration status and did not reflect new service modules.Search trends showed limited variation in keywords over time, suggesting stagnant digital development.The findings indicate shortcomings in the app's technical aspects and data quality and a lack of transparency in service expansion.Leveraging big data analytics of online reviews and searches offers valuable insights to strengthen public service performance.This study contributes a novel empirical assessment of digital adoption capability using public feedback.The real-time monitoring approach can support public service providers to enhance quality, accountability, and transparency.Further research should examine reviews in other public services and countries.
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Binsar et al. (2024) studied this question.
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