Author
Miftachul Cahyanti(1
), Fido Aziz Yanuar(2), Nabilla Anggun Zaskia(3), Lushinta Hanifa Anantaningrum(4), (5), Bagas Febi Cahyono(6),
(1) Faculty of Social Science and Political Science, University of Airlangga Surabaya,
(2) Faculty of Social Science and Political Science, University of Airlangga Surabaya,
(3) Faculty of Social Science and Political Science, University of Airlangga Surabaya,
(4) Faculty of Social Science and Political Science, University of Airlangga Surabaya,
(5) Faculty of Social Science and Political Science, University of Airlangga Surabaya,
(6) Faculty of Social Science and Political Science, University of Airlangga Surabaya,
Corresponding Author
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Available online: 2024-12-07 | Published : 2024-12-07
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Abstract
This research involves students from Universitas Airlangga to analyze the impact of service system design and flow experience on user satisfaction with the National Health Insurance (JKN) mobile application. The aim of this study is to examine the influence of service system design and flow experience on user satisfaction with the JKN mobile application. This research employs a descriptive quantitative approach, with data collection techniques using questionnaires. The study population consists of Universitas Airlangga students who use the JKN mobile application, with a sample size of 70 respondents. Data analysis was conducted using validity and reliability tests, autocorrelation test (Durbin-Watson test), heteroscedasticity test (Scatterplot), normality test (Kolmogorov-Smirnov test), multiple linear regression analysis, and hypothesis testing.This research is based on two main theories, namely those of Berry et al. (2006), which states that service system design affects user satisfaction in online sites, and DeLone & McLean (2003), which asserts that flow experience also influences user satisfaction in online sites. The analysis results show a positive and significant relationship between service system design and flow experience with user satisfaction of the JKN mobile application, as indicated by the T-test results.
Keywords
References
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