Investigating Factors Affecting Technology Adoption in the National Health Insurance (JKN) Application: Exploring User Perspectives in Surabaya - Economicus

By  Salsabiila Arifa ZUMAIROH, Jaka NUGRAHA, Mishela RAPO

Abstract
This study aims to analyze the factors influencing the adoption of the Mobile JKN application by users in Surabaya through the integration of the Technology Acceptance Model (TAM) and Information Quality from the Information Systems Success Model (ISSM). Using an explanatory quantitative approach, this study involved 160 respondents in Surabaya, whose data were analyzed using Structural Equation Modeling-Generalized Structured Component Analysis (SEM-GSCA). The findings indicate that Information Quality, Perceived Ease of Use, and Perceived Usefulness have a positive and significant influence on users’ Attitude, which ultimately strongly drives the Intention to Use the Mobile JKN app. The analysis confirms that accurate information quality and ease of navigation are key determinants in shaping the perceived usefulness of the app among the public. The practical implications of this study emphasize the importance for BPJS Kesehatan to continuously update information content in real-time and simplify the application interface to address digital literacy barriers. Additionally, optimizing self-service features is expected to reduce physical queues at branch offices and healthcare facilities, thereby creating a social impact in the form of more equitable and efficient access to healthcare services. The originality of this study lies in the integration of information quality variables into the TAM framework to analyze the phenomenon of low app adoption in regions where JKN coverage is nearly 100% (Universal Health Coverage), thereby contributing new theoretical insights within the context of e-government health services in Indonesia.

Keywords: Mobile JKN, Technology Acceptance Model, SEM-GSCA, Information Quality, Technology Adoption, Surabaya.