Factors related to the effectiveness of the use of the mobile-NHI application in the online registration service for outpatients of BPJS (Social Security Agency) Health at Bhayangkara hospital Level III, Kendari city, southeast Sulawesi province, Indonesia, 2025

Background: The Mobile-NHI application was developed by BPJS health as a digital innovation to increase the effectiveness of online patient registration services, especially in outpatient services. However, in its implementation, there are still various obstacles that can affect the effectiveness of using the application, such as ease of use, speed of the registration process, accessibility, and user satisfaction with application features. Method: This study is a quantitative analytical research with an observational design using a cross sectional approach. The research was conducted at Bhayangkara Tk. III Hospital, Kendari City in 2025 with a sample of 264 outpatient BPJS patients using the Mobile-NHI application. The sampling technique uses purposive sampling and accidental sampling. The data were analyzed using the chi-square test with a significance level of α = 0.05. Results: The results showed a significant relationship between user convenience and the effectiveness of using the Mobile-NHI application (p-value = 0.000), the speed of the registration process with the effectiveness of using the Mobile-NHI application (p-value = 0.000), accessibility with the effectiveness of using the Mobile-NHI application (p-value = 0.000), as well as user satisfaction with application features with the effectiveness of using the Mobile-NHI application (p-value = 0.000). Conclusion: There is a significant relationship between ease of use, speed of the registration process, accessibility, and user satisfaction with application features and the effectiveness of using the Mobile-NHI application in online registration services for outpatient BPJS patients at Bhayangkara Tk. III Hospital, Kendari City in 2025. Increased socialization, improvement of application features, and network access support are needed to optimize the effectiveness of Mobile-NHI use.