PENGARUH KUALITAS INFORMASI DAN KOMPETENSI PEGAWAI TERHADAP KEPUASAN PENGGUNA APLIKASI MOBILE JKN DI RSUD TANGERANG SELATAN

Abstrak

This study aims to analyse the magnitude and strength of the influence of information quality and employee competence on user satisfaction of the Mobile JKN application at South Tangerang Regional General Hospital. Information quality theory refers to Bosse and Rogova (accessibility, availability, reliability, timeliness, integrity). Competence refers to Spencer and Spencer (motive, traits, self-concept, knowledge, skills). User satisfaction refers to Hassan (utility, reliability, efficiency, flexibility, customisation). The approach used is quantitative with nonprobability purposive sampling of 100 outpatients who used Mobile JKN in the last three months. Data were collected through a Likert scale questionnaire and analysed using SPSS 29.0 through validity, reliability, classical assumption tests, and simple and multiple linear regression (correlation coefficient, determination, t-test, and F-test). The results show the influence of information quality on satisfaction is 98.8%, employee competence 99.3%, and simultaneously 99.4% with a very strong relationship. Employee competence is the most dominant variable. The dimensions of timeliness and knowledge have the most influence, while self-concept and accessibility are not significant. Recommendations include the provision of a Mobile JKN Corner, employee training and motivation, information alignment, and maintenance of service quality.

Kata kunci

• Customer Satisfaction
• Employee Competence
• Quality Information
• komptensi pegawai