Heallth service quallity plalys Mutiara Purnama Sari, ANALISIS MUTU PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN RAWAT JALAN MELALUI MOBILE JKN DI KLINIK BATANG SERANGAN LANGKAT: ANALISIS MUTU PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN RAWAT JALAN MELALUI MOBILE JKN DI KLINIK BATANG SERANGAN LANGKAT

Heallth service quallity plalys al significalnt role in determining paltient saltisfalction, especiallly in the context of digitall-balsed heallth systems. The Mobile JKN alpplicaltion, developed by BPJS Kesehaltaln, alims to improve alccess to heallth services alnd strealmline aldministraltive processes for paltients. However, despite the increalse in alpplicaltion downloalds, the alctuall utilizaltion by paltients alnd heallthcalre providers remalins suboptimall. Severall issues, such als limited digitall literalcy, lalck of responsiveness from medicall stalff, alnd inaldequalte infralstructure, continue to hinder the effective use of the plaltform.This study alims to alnallyze the relaltionship between heallth service quallity alnd outpaltient saltisfalction using the Mobile JKN alpplicaltion alt the Baltalng Seralngaln Clinic in Lalngkalt. The dimensions of service quallity exalmined include talngible alspects, relialbility, responsiveness, alssuralnce, alnd empalthy. The resealrch employs al qualntitaltive cross-sectionall alpproalch with al salmple of 99 respondents selected through purposive salmpling. Daltal were collected vial questionnalires alnd alnallyzed using SPSS.The findings reveall thalt certalin alspects of service quallitypalrticulalrly empalthy alnd responsiveness halve al significalnt impalct on paltient saltisfalction. The results highlight the need for continuous improvement in service delivery alnd better integraltion of digitall tools to meet paltient expectaltions. This study provides vallualble insights for heallthcalre providers alnd policymalkers to enhalnce digitall heallth services in Indonesial.