Antecedents of Mobile JKN Satisfaction and Continuance in Surabaya

Sherly Limanto; Dewi Sri Surya Wuisan

doi:10.35912/jakman.v7i1.4772

Antecedents of Mobile JKN Satisfaction and Continuance in Surabaya

https://doi.org/10.35912/jakman.v7i1.4772

Published: Dec 8, 2025

Abstract:

Purpose: This study aims to examine how performance expectancy, perceived need, value, usefulness, and ease of use affect patient satisfaction and their continued use of the Mobile JKN app in Surabaya.

Methodology/approach: Using a quantitative approach and purposive sampling, data were collected from 212 Mobile JKN users in Surabaya and analyzed with Smart-PLS (SEM).

Results/findings: Perceived Value, Usefulness, and Ease of Use significantly influenced Patient Satisfaction, which positively affected Continuance Intention. Performance Expectancy and Perceived Need had no significant effect.

Conclusions: Enhancing service quality, especially user satisfaction and perceived value, is key to encouraging long-term use of the Mobile JKN app.

Limitations: This research used a cross-sectional design and was limited to the city of Surabaya, which restricts generalizability. The use of a quantitative approach with Likert scales also limited the depth of insights. Future studies should consider longitudinal approaches, expand geographic coverage, and include qualitative or mixed-methods to gain deeper understanding.

Contribution: This study contributes to the literature by integrating contextual factors into the TAM framework within the healthcare service context. It provides actionable insights for service providers to enhance user experience, thereby increasing patient satisfaction and long-term usage intention of the Mobile JKN application.

Keywords:

1. Continuance Intention

2. Mobile JKN

3. Patient Satisfaction

4. Surabaya

Authors:

1	.	Sherly Limanto

2	.	Dewi Sri Surya Wuisan

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How to Cite

Limanto, S., & Wuisan, D. S. S. (2025). Antecedents of Mobile JKN Satisfaction and Continuance in Surabaya. Jurnal Akuntansi, Keuangan, Dan Manajemen, 7(1), 29–49. https://doi.org/10.35912/jakman.v7i1.4772

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Vol. 7 No. 1 (2025): Desember

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References

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Alalwan, A. A. (2020). Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse. International journal of information management, 50, 28-44. doi:https://doi.org/10.1016/j.ijinfomgt.2019.04.008
Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Williams, M. D. (2016). Consumer adoption of mobile banking in Jordan: Examining the role of usefulness, ease of use, perceived risk and self-efficacy. Journal of Enterprise Information Management, 29(1), 118-139. doi:https://doi.org/10.1108/JEIM-04-2015-0035
Alam, M. Z., Hu, W., & Barua, Z. (2018). Using the UTAUT model to determine factors affecting acceptance and use of mobile health (mHealth) services in Bangladesh. Journal of Studies in Social Sciences, 17(2).
Alam, S., Omar, N., Ariffin, A., & Hashim, N. (2018). Integrating TPB, TAM and DOI theories: An empirical evidence for the adoption of mobile banking among customers in Klang Valley, Malaysia. International Journal of Business and Management Science, 8(2), 385-403.
Albashrawi, M., & Motiwalla, L. (2019). Privacy and personalization in continued usage intention of mobile banking: An integrative perspective. Information Systems Frontiers, 21(5), 1031-1043.
Andry, J. F., & Herlina, A. R. (2023). AnaIisis Kepuasan Pelanggan Pada E-Commerce Shopee Dengan Metode UTAUT Customer Satisfaction Analysis on Shopee E-Commerce Using the UTAUT Method. doi:https://doi.org/10.31154/cogito.v9i1.454.73-83
Ardila, F. C., Wibasuri, A., & Lestari, W. R. (2025). Traveloka Booking Technology and Customer Satisfaction at Hotel Sahid Using TAM Model. Jurnal Akuntansi, Keuangan, dan Manajemen, 6(2), 575-586. doi:https://doi.org/10.35912/jakman.v6i2.4105
Barus, I. R. (2020). The effects of perceived ease of use, security, and promotion on trust and its implications on fintech adoption. Journal of Consumer Sciences. doi:https://doi.org/10.29244/jcs.5.2.124-138
Bea, I. F., Pasinringi, S. A., & Zulkifli, A. (2018). Pengaruh Service Experience Dan Perceived Value Terhadap Kepuasan Pasien Pada Instalas Rawat Inap Di Rsud Kota Makassar. Jurnal Kesehatan Masyarakat Maritim, 1(2).
Bernarto, I. (2024). The effect of performance expectancy, perceived need, perceived value and perceived ease of use on patient satisfaction and continuance intention in the Halodoc telemedicine service application in Jabodetabek in 2023. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). 11(1), 460-471. doi:https://doi.org/10.35794/jmbi.v11i1.54142
Fatimah, N., Setiawan, H., & Rizany, I. (2022). Hubungan Pemenuhan Kebutuhan Dasar Manusia Dengan Kepuasan Pasien Di RSD Idaman Kota Banjarbaru. Nerspedia, 4(3), 244-252.
Ferbia, T., & Santoso, A. J. (2019). Analysis of Implementation" Jogja Istimewa" Based on Mobile Application Using UTAUT2 Model in Development Jogja Smart Province. EAI Endorsed Transactions, 6(17), 1-8. doi:http://dx.doi.org/10.4108/eai.29-1-2021.168508
Fitriani, D. A., Pasinringi, S. A., Irwandy, I., & Amqam, H. (2020). The effect of perceived value toward loyalty through patient satisfaction in Hasanuddin University Hospital. Enfermería Clínica, 30, 408-411. doi:https://doi.org/10.1016/j.enfcli.2019.11.008
Goulabchand, R., Claret, P.-G., & Lattuca, B. (2020). What if the worst consequences of COVID-19 concerned non-COVID patients? Journal of infection and public health, 13(9), 1237-1239. doi:https://doi.org/10.1016/j.jiph.2020.06.014
Grout, R. W., Cheng, E. R., Carroll, A. E., Bauer, N. S., & Downs, S. M. (2018). A six-year repeated evaluation of computerized clinical decision support system user acceptability. International journal of medical informatics, 112, 74-81. doi:https://doi.org/10.1016/j.ijmedinf.2018.01.011
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