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December 19, 2025Jurnal Akuntansi Keuangan dan ManajemenOpen Access

Antecedents of Mobile JKN Satisfaction and Continuance in Surabaya

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Authors

SLSherly LimantoPelita Harapan UniversityDWDewi Sri Surya WuisanPelita Harapan University

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Implication

Quantitative analysis revealed perceived value and ease of use enhance patient satisfaction in Mobile JKN users, indicating the importance of service quality.

Key Points

  • This research aims to analyze how various factors influence patient satisfaction and continued use of the Mobile JKN app.
  • Quantitative approach with purposive sampling
  • Data collected from 212 Mobile JKN users in Surabaya
  • Analyzed using Smart-PLS (SEM)
  • Perceived value and ease of use significantly influenced patient satisfaction
  • Patient satisfaction positively affected continuance intention
  • Performance expectancy and perceived need had no significant effect

Cite This Study

Limanto et al. (2025) studied this question.

synapsesocial.com/papers/69449a922f0218eca95087abhttps://doi.org/10.35912/jakman.v7i1.4772
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1Evaluating the Success of the Mobile JKN Application through the DeLone & McLean Framework2025
  2. 2The Use of JKN Mobile Application in Improving Patient Satisfaction in Registration Services at Kauman Baru Health Center, Ponorogo Regency2024
  3. 3Analysis of mobile JKN application utility acceptance on behavioral intention of BPJS Kesehatan participants in Minasate’ne primary health center using the unified theory of acceptance and use of technology (UTAUT)2026
  4. 4The Effect of E-Service Quality, E-Trust, and Ease of use on E-Satisfaction on the JKN Mobile Application2025
  5. 5Factors Influencing the Utilization of the Mobile JKN Health Application in Indonesia2025