{"id":12295,"date":"2025-10-28T16:23:16","date_gmt":"2025-10-28T08:23:16","guid":{"rendered":"https:\/\/portal.fisip-unmul.ac.id\/site\/?p=12295"},"modified":"2025-10-28T16:23:16","modified_gmt":"2025-10-28T08:23:16","slug":"kualitas-layanan-aplikasi-mobile-jkn-perspektif-pengguna-di-kota-samarinda-melalui-pendekatan-fenomenologi-meiva-tamaya","status":"publish","type":"post","link":"https:\/\/portal.fisip-unmul.ac.id\/site\/?p=12295","title":{"rendered":"Kualitas Layanan Aplikasi Mobile JKN: Perspektif Pengguna di Kota Samarinda melalui Pendekatan Fenomenologi (Meiva Tamaya)"},"content":{"rendered":"<h2>Data Portal Mahasiswa S1<\/h2>\n<p>Submitted by: <strong>Web, Admin<\/strong><br \/>\nOn: <strong>Oct 28, 2025 @ 4:23 PM<\/strong> <br \/>\nIP: <strong>103.187.88.26<\/strong> <\/p>\n<ul id=\"fm-summary\">\n<li id=\"fm-item-judul\">   1. Title [Judul]: <strong>Kualitas Layanan Aplikasi Mobile JKN: Perspektif Pengguna di Kota Samarinda melalui Pendekatan Fenomenologi<\/strong><\/li>\n<li id=\"fm-item-pengarang\"> 2. Creator [Pengarang\/ penulis]: <strong>Meiva Tamaya<\/strong><\/li>\n<li id=\"fm-item-katakunci\"> 3. Subject [Subjek dan kata kunci]: <strong>Mobile JKN, kualitas layanan, fenomenologi, hambatan teknis, literasi digital<\/strong><\/li>\n<li id=\"fm-item-abstrak\"> 4. Description [Abstrak] : <strong>Penelitian ini bertujuan untuk menganalisis kualitas layanan aplikasi Mobile JKN berdasarkan pengalaman pengguna di Kota Samarinda, serta mengidentifikasi kendala yang dihadapi dalam pemanfaatannya. Jenis penelitian yang digunakan adalah kualitatif dengan pendekatan fenomenologis. Data dikumpulkan melalui wawancara mendalam terhadap 14 informan yang terdiri atas pengguna aplikasi, petugas pelayanan, serta pihak BPJS Kesehatan yang berwenang. Selain itu, data diperoleh melalui observasi langsung dan telaah dokumen pendukung. Analisis data dilakukan melalui tahapan fenomenologis menurut Creswell, meliputi epoche, horizontalisasi, pengelompokan makna, hingga penarikan esensi pengalaman. Hasil penelitian menunjukkan bahwa penggunaan aplikasi Mobile JKN memberikan kemudahan dalam pelayanan administrasi kesehatan, khususnya melalui fitur antrean daring, perubahan data, serta akses informasi peserta. Meskipun demikian, kualitas layanan yang dirasakan belum sepenuhnya optimal. Dimensi efisiensi dan pemenuhan dinilai cukup baik, sedangkan aspek keandalan, daya tanggap, kompensasi, dan kontak masih tergolong rendah. Hambatan yang sering muncul meliputi gangguan teknis seperti aplikasi lambat, kegagalan masuk (login), server sibuk, serta keterbatasan literasi digital sebagian pengguna. Selain itu, terdapat pula kendala administratif, seperti kesulitan dalam perpindahan fasilitas kesehatan. Penelitian ini merekomendasikan peningkatan kapasitas server, penyederhanaan fitur, serta edukasi literasi digital secara berkelanjutan agar Mobile JKN dapat memberikan layanan yang lebih responsif, stabil, dan terpercaya bagi masyarakat.<\/strong><\/li>\n<li>  5. Publisher [Nama Lembaga Kontributor]: <strong>Program Studi Administrasi Publik<\/strong><\/li>\n<li id=\"fm-item-pembimbing\">  6. Contributor [Pembimbing, promotor, ilustrator, produser, dll.] : <strong>Prof. Dr. Bambang Irawan, M.Si<\/strong><\/li>\n<li id=\"fm-item-tanggal\"> 7. Date [Tanggal \/ tahun penciptaan atau penerbitan]: <strong>28\/10\/2025<\/strong><\/li>\n<li id=\"fm-item-type\">8. Type: <strong>Artikel<\/strong><\/li>\n<li id=\"fm-item-permalink\">  9. Identifier\/ permalink [URL menuju konten di lembaga kontributor]: <strong><a href=\"https:\/\/ejournal.ap.fisip-unmul.ac.id\/site\/?p=5046\">https:\/\/ejournal.ap.fisip-unmul.ac.id\/site\/?p=5046<\/a><\/strong><\/li>\n<li id=\"fm-item-right\"> 10. Right [Contoh: CCL, MIT, Open Document, dll.]: <strong>eJournal Article<\/strong><\/li>\n<\/ul>\n<div class=\"pvc_clear\"><\/div>\n<p id=\"pvc_stats_12295\" class=\"pvc_stats all  \" data-element-id=\"12295\" style=\"\"><i class=\"pvc-stats-icon medium\" aria-hidden=\"true\"><svg aria-hidden=\"true\" focusable=\"false\" data-prefix=\"far\" data-icon=\"chart-bar\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 512 512\" class=\"svg-inline--fa fa-chart-bar fa-w-16 fa-2x\"><path fill=\"currentColor\" d=\"M396.8 352h22.4c6.4 0 12.8-6.4 12.8-12.8V108.8c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v230.4c0 6.4 6.4 12.8 12.8 12.8zm-192 0h22.4c6.4 0 12.8-6.4 12.8-12.8V140.8c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v198.4c0 6.4 6.4 12.8 12.8 12.8zm96 0h22.4c6.4 0 12.8-6.4 12.8-12.8V204.8c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v134.4c0 6.4 6.4 12.8 12.8 12.8zM496 400H48V80c0-8.84-7.16-16-16-16H16C7.16 64 0 71.16 0 80v336c0 17.67 14.33 32 32 32h464c8.84 0 16-7.16 16-16v-16c0-8.84-7.16-16-16-16zm-387.2-48h22.4c6.4 0 12.8-6.4 12.8-12.8v-70.4c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v70.4c0 6.4 6.4 12.8 12.8 12.8z\" class=\"\"><\/path><\/svg><\/i> <img loading=\"lazy\" decoding=\"async\" width=\"16\" height=\"16\" alt=\"Loading\" src=\"https:\/\/portal.fisip-unmul.ac.id\/site\/wp-content\/plugins\/page-views-count\/ajax-loader-2x.gif\" border=0 \/><\/p>\n<div class=\"pvc_clear\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Data Portal Mahasiswa S1 Submitted by: Web, Admin On: Oct 28, 2025 @ 4:23 PM IP: 103.187.88.26 1. Title [Judul]: Kualitas Layanan Aplikasi Mobile JKN: Perspektif Pengguna di Kota Samarinda melalui Pendekatan Fenomenologi 2. Creator [Pengarang\/ penulis]: Meiva Tamaya 3. Subject [Subjek dan kata kunci]: Mobile JKN, kualitas layanan, fenomenologi, hambatan teknis, literasi digital 4. [&hellip;]<\/p>\n<div class=\"pvc_clear\"><\/div>\n<p id=\"pvc_stats_12295\" class=\"pvc_stats all  \" data-element-id=\"12295\" style=\"\"><i class=\"pvc-stats-icon medium\" aria-hidden=\"true\"><svg aria-hidden=\"true\" focusable=\"false\" data-prefix=\"far\" data-icon=\"chart-bar\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 512 512\" class=\"svg-inline--fa fa-chart-bar fa-w-16 fa-2x\"><path fill=\"currentColor\" d=\"M396.8 352h22.4c6.4 0 12.8-6.4 12.8-12.8V108.8c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v230.4c0 6.4 6.4 12.8 12.8 12.8zm-192 0h22.4c6.4 0 12.8-6.4 12.8-12.8V140.8c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v198.4c0 6.4 6.4 12.8 12.8 12.8zm96 0h22.4c6.4 0 12.8-6.4 12.8-12.8V204.8c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v134.4c0 6.4 6.4 12.8 12.8 12.8zM496 400H48V80c0-8.84-7.16-16-16-16H16C7.16 64 0 71.16 0 80v336c0 17.67 14.33 32 32 32h464c8.84 0 16-7.16 16-16v-16c0-8.84-7.16-16-16-16zm-387.2-48h22.4c6.4 0 12.8-6.4 12.8-12.8v-70.4c0-6.4-6.4-12.8-12.8-12.8h-22.4c-6.4 0-12.8 6.4-12.8 12.8v70.4c0 6.4 6.4 12.8 12.8 12.8z\" class=\"\"><\/path><\/svg><\/i> <img loading=\"lazy\" decoding=\"async\" width=\"16\" height=\"16\" alt=\"Loading\" src=\"https:\/\/portal.fisip-unmul.ac.id\/site\/wp-content\/plugins\/page-views-count\/ajax-loader-2x.gif\" border=0 \/><\/p>\n<div class=\"pvc_clear\"><\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"class_list":["post-12295","post","type-post","status-publish","format-standard","hentry","category-data-portal-mahasiswa-s1"],"_links":{"self":[{"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=\/wp\/v2\/posts\/12295","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=12295"}],"version-history":[{"count":0,"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=\/wp\/v2\/posts\/12295\/revisions"}],"wp:attachment":[{"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=12295"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=12295"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/portal.fisip-unmul.ac.id\/site\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=12295"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}