Determinants of the Utilization of the Mobile JKN Application among National Health Insurance Participants: A Literature Review

Abstract

Background: The digital transformation implemented by the Social Security Administrator for Health (BPJS Kesehatan) through the Mobile JKN application aims to shift conventional administrative services to digital platforms to increase accessibility, cut waiting times, and optimize patient queues. However, active utilization among National Health Insurance (JKN) participants still varies across regions due to digital divides and diverse user characteristics. Objective: This literature review aims to analyze and synthesize the crucial determinants that influence the utilization of the Mobile JKN application among JKN participants based on recent empirical evidence. Methods: A descriptive literature review method was conducted by searching and analyzing 23 relevant empirical journals indexed in scientific databases using keywords such as "Mobile JKN Utilization", "Patient Satisfaction", and "Technology Acceptance Model". Data were extracted systematically and analyzed narratively. Results: Based on the Technology Acceptance Model (TAM) approach, Perceived Usefulness and Perceived Ease of Use are the core psychological drivers of user adoption. Features like premium payment reminders significantly lower membership suspension risks. However, utilization is often hindered by low digital literacy and a lack of user knowledge, which can be mitigated through direct structured socialization at the community level. From the information system perspective, user satisfaction is highly determined by system reliability, online registration speed, and data synchronization. Technical glitches, application errors, and regional network barriers remain the primary end-user complaints. Furthermore, sociodemographic factors (age, income, education) and multi-sectoral integration at First Level Health Facilities (FKTP) determine the sustainability of this digital healthcare ecosystem. Conclusion: The utilization of Mobile JKN is determined by a complex interaction between user internal factors (perceptions, knowledge, sociodemographics) and system external factors (reliability, network, and socialization intensity). BPJS Kesehatan must prioritize system bug fixes, cross-facility data integration, and inclusive face-to-face socialization for low-literacy groups.