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The Quality of the JMO App’s E-Services in

Improving Service Quality at BPJS Ketenagakerjaan

Kamiliya Sahilatuz Zahro

, Khoirun Nisa’

, Tiara Diana Putri

, M. Yusuf Azwar Anas

a,b,c,d

Universitas Islam Raden Rahmat Malang

kamiliyasahilatuzzahro@gmail.com,

khoirunnisa3032@gmail.com,

tyaradiana99@gmail.com,

yusufazwar9@uniramalang.ac.id

INFO ARTIKEL

ABSTRAK

Article History:

Received: 17 July 2026

Revised: 22 August 2026

Accepted: 18 September 2026

Available Online: 1 October 2026

This study aims to analyze the role of e-service quality in the Jamsostek

Mobile (JMO) application in improving the service quality of BPJS

Ketenagakerjaan. The study uses a qualitative approach with a

descriptive qualitative design. Observation, documentation, and in-

depth interviews were the data collection methods. Research informants

were selected using purposive sampling, specifically users of the JMO

application and users of conventional services. Using the Miles,

Huberman, and Saldaña model, data analysis involved data preparation,

drawing conclusions, and data reduction. The results indicate that the

use of the JMO application improves service quality, particularly

regarding ease of access to services, time efficiency, information

transparency, and reduced service queues at branch offices. The

efficiency dimension emerged as the primary strength, as users

experienced faster and more practical services. However, several

challenges were identified in the dimensions of system availability,

responsiveness, fulfillment, and privacy, such as system disruptions,

slow service responses, services that are not yet fully integrated, and

concerns regarding the security of users’ personal data. This study

concludes that e-service quality plays a strategic role in improving the

quality of BPJS Ketenagakerjaan services. Therefore, improvements in

system stability, data security, service integration, and public digital

literacy are needed to further optimize the quality of digital services.

Keywords:

e-service quality;

service quality;

Jamsostek Mobile (JMO);

BPJS Ketenagakerjaan

M. Yusuf Azwar Anas

This is an open access article under CC BY-SA license

1. Introduction

Digital transformation in the public service sector is driving a paradigm shift from

conventional services toward electronic-based services that are more adaptive, efficient, and

responsive to public needs. In this context, BPJS Ketenagakerjaan, as the institution responsible

for labor social security in Indonesia, is required to provide services that not only fulfill social

protection aspects but are also capable of addressing the challenges of digitalization by

improving the quality of electronic services (e-service quality) and organizational performance

effectiveness. This study integrates perspectives on service quality, technology acceptance, the

resource-based view, and institutional theory to explain the relationship between digital service

quality, performance effectiveness, and the labor market context.

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Conceptually, service quality is rooted in the Service Quality Theory developed by

(Yudiatmaja dkk., 2017), which emphasizes that service quality is determined by the gap

between user expectations and perceptions. In subsequent developments, this concept evolved

into e-service quality, which refers to the ability of technology-based services to provide an

efficient, reliable, and secure experience for users (Zehir & Narcıkara, 2016a; Zemblytė, 2015)

developed the E-S-QUAL instrument, which encompasses the dimensions of efficiency,

system availability, service fulfillment, and privacy. In the context of digital public services

such as BPJS Ketenagakerjaan, these dimensions are crucial as they are directly related to

service accessibility, the speed of the claims process, and the protection of participant data.

Recent research indicates that the quality of e-services significantly influences user satisfaction,

trust, and loyalty toward digital services (Jeseo dkk., 2024; Rita dkk., 2019; Tabaeeian dkk.,

2024; Thanasi-Boçe & Kulakli, 2023). Thus, the higher the quality of electronic services

provided, the greater the likelihood of public satisfaction and trust in the institution.

In response to these issues, BPJS Ketenagakerjaan has developed digital-based service

innovations through the Jamsostek Mobile (JMO) application. The presence of this application

represents the implementation of the e-service quality concept, which refers to the ability of

electronic systems to provide efficient, reliable, and secure services (Zehir & Narcıkara, 2016b).

Within the E-S-QUAL framework (Parasuraman dkk., 2005), the quality of digital services is

determined by the dimensions of efficiency, system availability, service fulfillment, and

privacy. Digital transformation in public services has been shown to improve efficiency,

transparency, and service accessibility, particularly in the social security sector and technology-

based services (Criado-Perez dkk., 2022; Suryono dkk., 2024; Wirtz, 2024). Conceptually, the

implementation of digital services through JMO is expected to reduce the service burden at

branch offices, accelerate service processes, and improve accessibility for participants.

However, the implementation of JMO has not yet fully yielded optimal results. Low

application usage rates among participants, limited digital literacy, and ongoing system

disruptions indicate that the quality of the electronic services provided has not yet fully met

user expectations. From the perspective (“Technology Acceptance Model (TAM),” 2015), this

situation can be explained by low perceptions of both the ease of use and the usefulness of the

application, which ultimately affects the level of technology adoption by participants. In other

words, the success of digital service implementation is not determined solely by the technology,

but also by how that technology is accepted and used by users.

From an organizational perspective, improving the quality of digital services is closely

linked to performance effectiveness. Performance effectiveness refers to the extent to which an

organization successfully achieves its goals efficiently and (Iqbal dkk., 2015). (Gibson dkk.,

2022) adds that organizational effectiveness can be measured through indicators of productivity,

service quality, efficiency, and user satisfaction. Within this framework, the implementation of

e-service quality serves as an enabler that allows organizations to improve performance

through process automation, reduction of administrative errors, and faster service times. The

digitization of public services has proven capable of enhancing organizational effectiveness

through operational efficiency and improved service quality (Gantika, 2025; Mergel dkk.,

2026). Thus, the quality of digital services not only influences the user experience but also

directly contributes to the overall improvement of organizational performance.

Furthermore, in the context of labor, the quality of BPJS Ketenagakerjaan’s services

plays a crucial role in ensuring social protection for workers. A suboptimal service system risks

hindering workers’ access to their rights, such as social security claims and information

regarding protection programs. Therefore, improving service quality through digitalization is

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a necessity that is not merely administrative but also strategic in supporting workers’ well-

being.

In the labor context, BPJS Ketenagakerjaan services play a fundamental role in social

protection for workers. According to Law No. 13 of 2003, labor encompasses all matters related

to workers before, during, and after their employment period. To mitigate the social and

economic risks faced by workers various social security programs provide this protection. As

part of the BPJS Ketenagakerjaan system, the integration of digital services enables greater

access to services, particularly for employees working in the informal sector. This also allows

benefits to be distributed more efficiently.

Based on the above discussion, it can be concluded that there remains a gap between the

implementation of digital service innovations via the JMO app and actual service conditions

on the ground. Issues such as long queues, system disruptions, and low app utilization indicate

that the quality of electronic services (e-service quality) and the effectiveness of BPJS

Ketenagakerjaan’s performance still require in-depth analysis. By integrating Service Quality

Theory, the Technology Acceptance Model, the Resource-Based View, and Institutional

Theory, this research is essential to analyze how e-service quality in the JMO application can

contribute to improving service quality at the BPJS Ketenagakerjaan Kepanjen Branch.

2. Methods

This study employs a qualitative approach with the aim of gaining a deep understanding

of the phenomenon of service quality, particularly in the implementation of digital services

through the Jamsostek Mobile (JMO) application at BPJS Ketenagakerjaan. The qualitative

method was chosen for its ability to comprehensively explore the experiences, perceptions, and

interpretations of participants as service users, particularly in addressing various empirical

issues such as long queues, system errors, and the suboptimal utilization of digital services.

The research was conducted at a BPJS Ketenagakerjaan branch office serving as the research

site, focusing on the interaction between service users and the service system, both

conventionally (face-to-face) and through the JMO app as a form of digital-based public service

innovation.

The three main methods used to collect data were observation, documentation, and in-

depth interviews. In-depth interviews were conducted with BPJS Ketenagakerjaan participants

as the primary informants to gather information regarding dimensions of e-service quality, such

as usability, system reliability, information quality, service efficiency, and user satisfaction

levels. Observations were conducted directly on service processes at branch offices, including

queue dynamics, interactions between staff and participants, and practices in using digital

services. Meanwhile, documentation was used to supplement research data through the

collection of archives, service reports, and other documents relevant to the research focus.

For the purposes of this study, purposive sampling was used to select informants. In other

words, informants were intentionally selected based on the research objectives: (1) BPJS

Ketenagakerjaan participants who have used the JMO app and (2) participants who still use

traditional services. The purpose of selecting these two groups of informants was to obtain a

more comprehensive picture of how effective the use of digital services is. The Miles,

Huberman, and Saldaña interactive analysis model was used to analyze the data in this study.

Data reduction, data presentation, and drawing conclusions are the three main steps that form

this model. To achieve data reduction, the processes of selecting, focusing, and simplifying

relevant data were employed. To facilitate understanding of patterns and relationships among

variables, data were presented in the form of systematic descriptive narratives. To arrive at an

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acceptable interpretation, conclusions were drawn iteratively by identifying themes, patterns,

and relationships among the findings.

This study employs two triangulation methods: source triangulation and methodological

triangulation. In source triangulation, information from various informants is compared, while

methodological triangulation involves comparing data from observations, documentation, and

interviews. The researchers also used the member check method to ensure consistency between

the data they obtained and the informants’ experiences, as well as an audit trail to maintain a

clear research process. Therefore, the research results are expected to possess a high level of

scientific validity and credibility and to have a high degree of reliability.

3. Result and Discussion

The implementation of digital services through the Jamsostek Mobile (JMO) application

demonstrates a shift toward a more modern, technology-based public service model. The

digitization of services allows administrative processes to be carried out more quickly,

practically, and flexibly compared to conventional service systems. The JMO app represents

an innovation in public service aimed at making it easier for participants to access services

anytime and anywhere, unrestricted by branch office operating hours. This situation

demonstrates that digital transformation plays a crucial role in supporting the improvement of

public service effectiveness in the era of information technology development.

In addition to providing easy access to services, the JMO app also contributes to

enhancing the transparency of BPJS Ketenagakerjaan’s services. Participants can directly

monitor information regarding their Old-Age Benefits (JHT) balance, membership status,

history of contributions, and the claims submission process through the digital system available

in the app. This transparency of information has a positive impact on public trust, as

participants gain independent access to information without having to rely entirely on service

staff. With this openness of information, the quality of public services can be assessed as more

accountable and responsive to the needs of the community.

In terms of organizational effectiveness, the implementation of the JMO app also helps

reduce the administrative workload at BPJS Ketenagakerjaan branch offices. Before the

introduction of digital services, most participants had to visit the office in person to check their

data or submit specific service requests. This often resulted in long lines and increased

workloads for service staff. With the JMO app, some services can be conducted online, thereby

reducing the number of in-person visits to the office. This has a positive impact on employee

work efficiency as service processes become more systematic and effective.

Additionally, research findings indicate that the quality of technological infrastructure

plays a crucial role in the success of digital service implementation. A stable and easily

accessible digital system enhances user comfort when utilizing the app’s services. Conversely,

if the system frequently experiences disruptions such as errors, maintenance, or slow loading

times, this can lower user satisfaction with digital services. Therefore, strengthening server

capacity, optimizing the application system, and regularly maintaining the technological

infrastructure are essential measures to ensure the quality of digital services.

This study also found that the public’s level of digital literacy influences the effectiveness

of using the JMO application. Not all participants possess the same ability to use digital

technology, particularly older participants or those not yet accustomed to using electronic-

based applications. Some participants still experienced difficulties in the account registration

process, logging into the application, or using certain features. This situation indicates that the

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success of digital transformation is not only determined by technological sophistication but is

also influenced by users’ readiness to operate such digital systems.

In addition to digital literacy, the quality of service communication is also a key factor in

ensuring the successful implementation of e-service quality. Information regarding system

updates, maintenance schedules, and application usage procedures must be conveyed clearly

and in a manner easily understood by participants. Effective communication between

customers and service providers will help minimize misunderstandings and enhance public

comfort in using digital services. Therefore, the Social Security Agency for Employment (BPJS

Ketenagakerjaan) needs to improve its digital communication strategies so that service

information can be received more effectively by all participants.

On the other hand, the implementation of the JMO application also enhances the

institutional image of BPJS Ketenagakerjaan as a public service provider that is adaptable to

technological advancements. The presence of digital services demonstrates the organization’s

commitment to improving service quality and meeting the needs of modern society, which

seeks fast, practical, and efficient services. Thus, service digitalization serves not only as a

technological innovation but also as an organizational strategy to strengthen public trust and

satisfaction with public services.

Based on the results of qualitative research through interviews with users of the

Jamsostek Mobile (JMO) app and BPJS Ketenagakerjaan service staff, findings indicate that

the implementation of digital services via the JMO app makes a significant contribution to

improving service quality, particularly in terms of ease of access and time efficiency.

Most informants stated that the JMO app simplifies access to various services, such as

checking Old Age Security (JHT) balances, submitting claims, and obtaining membership

information without having to visit a branch office in person. This is reflected in the statement

by informant R1, who noted that “the JMO app is quite helpful because it allows access to

services without visiting the office,” as well as R5, who stated “it is very helpful and efficient.”

These findings indicate that the efficiency dimension of e-service quality is functioning well,

as users experience ease and speed in accessing digital services. This aligns with the (Ladhari,

2010) which emphasizes that the quality of electronic services contributes to enhancing service

effectiveness through the ease of using the system.

However, regarding the system availability dimension, various technical issues were still

identified that affect service quality. Some informants reported system disruptions such as

errors, slow loading times, and maintenance during specific periods. As stated by R2

(“experienced errors during login”) and R3 (“slow loading during peak hours”), these

conditions indicate that system stability remains suboptimal. This finding supports the research

(Fanani dkk., 2024) which states that system reliability is a crucial factor in determining the

quality of digital services because it directly affects user convenience.

Furthermore, regarding the fulfillment dimension, the JMO app is assessed as capable of

meeting users’ basic needs, particularly in providing information services and online claim

submissions. However, these services are not yet fully digitally integrated, as there are still

follow-up processes that must be conducted in person, such as data verification. This is

underscored by R1 (“still need to visit the office for verification”) and R4 (“does not fully meet

needs”). These findings indicate a gap between user expectations and service delivery, as

explained by (Maharani & Utomo, 2023) that service fulfillment in e-service quality is

determined by the alignment between the services provided and user expectations.

Regarding the privacy dimension, the majority of informants stated that the JMO app is

sufficiently secure to use as it is equipped with a login and verification system. However, some

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users still express concerns regarding the security of personal data. This is evident from R3’s

statement feeling secure, while R4 expressed concerns about data protection. These findings

indicate that system security aspects need to be continuously strengthened to enhance user trust,

as highlighted by (Wardana dkk., 2024) that data security is a key factor in building trust in

digital services.

Meanwhile, regarding the responsiveness dimension, the research results indicate that

service responsiveness still needs improvement. Some informants complained about the slow

response from customer service in handling complaints. This was mentioned by R1 (“the

response was a bit slow”) and R5 (“helpful but slow”). This situation impacts user satisfaction

levels and indicates that responsiveness remains a weakness in digital services. This finding

aligns with (Fauzi dkk., 2025) which states that response speed is a primary determinant of

user satisfaction with electronic services.

In the contact dimension, although support services such as call centers and social media

are available, their integration into the JMO app is still suboptimal. Users still have to switch

to other platforms to get help, thereby reducing the overall efficiency of the service.

Table 1. Summary of E-Service Quality Findings for the JMO Application

E-Service Quality

Dimensions

Key Findings

Informant Quotes

Implications

Efficiency

Easy and quick

access

“Very helpful and

efficient” (R5)

Improves service

effectiveness

System

Availability

Errors and slow

“Sometimes errors

occur during login”

(R2)

Reduce user

convenience

Fulfillment

Not Fully intregated

“Still have to go to the

office” (R1)

Service is not yet

optimal

Privacy

Fairly secure, but

there are still

concerns

“A bit worried about

data” (R4)

Trust need to be

improved

Responsiveness

Slow service

response

“Response takes a

while” (R1)

Reduces

satisfaction

Contact

Not yet intregrated

into the app

Reqeires switching

platforms

Service efficiency

is reduced

Research findings indicate that the quality of e-service on the JMO app plays a strategic

role in improving the quality of BPJS Ketenagakerjaan services. The dimensions of efficiency

and ease of access are key strengths supporting the digital transformation of public services.

However, several aspects such as system reliability (system availability), service

responsiveness, and feature integration remain challenges that need to be addressed.

These findings reinforce the argument in Service Quality Theory that service quality is

determined by the alignment between user expectations and experiences, and align with the

Technology Acceptance Model, which emphasizes the importance of ease of use and benefits

in technology adoption. Digital service quality also contributes to user experience and public

trust in service institutions (Alalwan dkk., 2025). Furthermore, from a Resource-Based View

perspective, the optimization of digital systems such as JMO can serve as a source of

organizational advantage if managed effectively.

Thus, efforts to improve service quality through the Jamsostek Mobile (JMO) application

need to be strategically directed toward several key, mutually integrated aspects. First,

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improving system stability and reliability is a top priority to minimize technical disruptions

such as errors and slow loading times, ensuring the service remains consistently accessible to

users. Second, accelerating customer service response times must be optimized so that any

complaints or issues faced by participants can be resolved quickly and effectively, ultimately

leading to increased user satisfaction.

Additionally, the comprehensive integration of service features into a single application

platform is essential to prevent users from having to switch to other platforms, thereby

maximizing service efficiency and convenience. Equally important, the strengthening of user

data security systems must be continuously improved to build and maintain public trust in the

digital services provided by BPJS Ketenagakerjaan.

Overall, these steps are expected to improve the quality of the user experience, strengthen

satisfaction levels, and sustainably increase public trust in BPJS Ketenagakerjaan’s digital

services.

4. Conclusion

The research findings and discussion indicate that the provision of digital services

through the Jamsostek Mobile (JMO) app contributes positively to improving service quality

at BPJS Ketenagakerjaan. The presence of the JMO app facilitates service access for

participants, improves time efficiency, and supports transparency regarding membership and

social security for workers. This indicates that the implementation of e-service quality in

digital-based public services plays a crucial role in supporting service effectiveness and

enhancing the user experience. Research findings indicate that the efficiency dimension is the

primary strength in the implementation of the JMO app, as users experience ease and speed in

accessing services without having to visit a branch office in person. The digitization of services

also helps reduce queues and the administrative burden on staff, making the service process

more effective and structured.

However, the implementation of digital services through the JMO app still faces several

challenges that hinder the optimization of service quality. Issues in the system availability

dimension such as errors, slow loading times, and system maintenance remain common user

complaints. Additionally, the responsiveness aspect indicates that customer service is not yet

fully responsive in addressing participants’ complaints. In the fulfillment dimension, digital

services are also not yet fully integrated because some processes still require participants to

visit the branch office in person. Meanwhile, in the privacy dimension, some users still have

concerns regarding the security of their personal data. Furthermore, this study found that the

public’s level of digital literacy is crucial for the successful provision of digital services via the

platform. Not all participants possess the same proficiency in using technology-based

applications; therefore, education and guidance are necessary to ensure the optimal utilization

of the JMO application. Overall, this study confirms that e-service quality in the JMO

application plays a strategic role in improving the quality of BPJS Ketenagakerjaan services.

Therefore, continuous development efforts are needed through improved system stability,

faster service response times, application feature integration, enhanced data security, and

increased public digital literacy. With these improvements, it is hoped that the quality of BPJS

Ketenagakerjaan’s services will become more effective and efficient, and will be able to

increase public satisfaction and trust in digital-based public services.

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