The Quality of the JMO App’s E-Services in Improving Service Quality at BPJS Ketenagakerjaan
DOI:
https://doi.org/10.61476/bwqrrf97Keywords:
e-service quality, service quality, Jamsostek Mobile (JMO), BPJS KetenagakerjaanAbstract
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.
Downloads
References
Alalwan, A. A., Algharabat, R., Abu El Samen, A., Albanna, H., & Al-Okaily, M. (2025). Examining the impact of anthropomorphism and AI-chatbots service quality on online customer flow experience – exploring the moderating role of telepresence. Journal of Consumer Marketing, 42(4), 448–471. https://doi.org/10.1108/JCM-06-2024-6929
Criado, J. I., Alcaide-Muñoz, L., & Liarte, I. (2025). Two decades of public sector innovation: Building an analytical framework from a systematic literature review of types, strategies, conditions, and results. Public Management Review, 27(3), 623–652. https://doi.org/10.1080/14719037.2023.2254310
Criado-Perez, C., Shinkle, G. A., Höllerer, M. A., Sharma, A., Collins, C., Gardner, N., Hank Haeusler, M., & Pan, S. (2022). Digital Transformation in the Australian AEC Industry: Prevailing Issues and Prospective Leadership Thinking. Journal of Construction Engineering and Management, 148(1), 05021012. https://doi.org/10.1061/(ASCE)CO.1943-7862.0002214
Fanani, R. D., Wiguna, I. K. A. G., Iskandar, A. P. S., & Parwita, W. G. S. (2024). Innovative UI/UX Analysis of Cooperative Apps through Design Thinking. Jurnal Galaksi, 1(1), 33–42. https://doi.org/10.70103/galaksi.v1i1.4
Fauzi, I. M., Nugroho, A. A., & Khoirunisa, A. (2025). Evaluation of SAPA WARGA Application System and User Satisfaction: Public Service Technology Management Perspective Based on PIECES Framework. JURNAL SISFOTEK GLOBAL, 15(1), 34. https://doi.org/10.38101/sisfotek.v15i1.15836
Gantika, S. (2025). Public Service Transformation: A Literature Review on the Role of Technology in Improving Service Quality. Golden Ratio of Social Science and Education, 5(1), 46–52. https://doi.org/10.52970/grsse.v5i1.952
Gibson, C. B., Dunlop, P. D., Majchrzak, A., & Chia, T. (2022). Sustaining Effectiveness in Global Teams: The Coevolution of Knowledge Management Activities and Technology Affordances. Organization Science, 33(3), 1018–1048. https://doi.org/10.1287/orsc.2021.1478
Iqbal, M. Z., Akbar, S., & Budhwar, P. (2015). Effectiveness of Performance Appraisal: An Integrated Framework. International Journal of Management Reviews, 17(4), 510–533. https://doi.org/10.1111/ijmr.12050
Jeseo, V., Lastner, M. M., & Black, H. G. (2024). Enhancing customer engagement behaviors via customer-to-customer interactions and identification. Journal of Services Marketing, 38(8), 975–993. https://doi.org/10.1108/JSM-09-2023-0345
Kunz, W., Wirtz, J., Hartley, N., & Tarbit, J. (2024). The Importance of Corporate Digital Responsibility in a Digital Service World. Dalam L. Matosas-López (Ed.), The Impact of Digitalization on Current Marketing Strategies (hlm. 183–193). Emerald Publishing Limited. https://doi.org/10.1108/978-1-83753-686-320241011
Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17(6), 464–477. https://doi.org/10.1016/j.jretconser.2010.06.003
Maharani, I. G. A. I. S., & Utomo, R. G. (2023). Digital Banking Service Quality: The Modified E-Servqual Model & Importance-Performance Analysis (IPA). 2023 International Conference on Data Science and Its Applications (ICoDSA), 145–150. https://doi.org/10.1109/ICoDSA58501.2023.10277373
Mergel, I., Edelmann, N., & Haug, N. (2026). Outcomes of Value Co-Creation and Co-Destruction in the Digital Transformation of Public Services. Digital Government: Research and Practice, 7(1), 1–19. https://doi.org/10.1145/3743148
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Suryono, Z. C., Kancana, S., Fatah, Z. K., & Lambang, D. (2024). Analisis Business Model Canvas pada Start-up di Bidang Akuakultur (Studi Kasus: Efishery). Jurnal Administrasi Bisnis (JABis), 22(2), 131. https://doi.org/10.31315/jurnaladmbisnis.v22i2.12825
Tabaeeian, R. A., Hossieni, F. A., Fatehi, M., & Forghani Tehrani, A. (2024). Investigating the effect of augmented reality packaging on behavioral intentions in traditional Iranian nougat GAZ packaging. British Food Journal, 126(6), 2438–2453. https://doi.org/10.1108/BFJ-11-2023-1046
Technology Acceptance Model (TAM). (2015). Dalam S. M. Dahlgaard-Park, The SAGE Encyclopedia of Quality and the Service Economy. SAGE Publications, Inc. https://doi.org/10.4135/9781483346366.n221
Thanasi-Boçe, M., & Kulakli, A. (2023). Dimensions and outcomes of electronic service quality in the GCC countries. International Journal of Quality and Service Sciences, 15(3/4), 239–258. https://doi.org/10.1108/IJQSS-02-2023-0016
Tonsi, A. A., Husain, K. S. M., & Yaqub, M. Z. (2025). IT Capabilities’ Impact on Postponement and Supply Chain Viability of Retail Manufacturers: A Dynamic Resource-Based View. Sustainability, 17(4), 1437. https://doi.org/10.3390/su17041437
Wardana, A. A., Kołaczek, G., & Sukarno, P. (2024). Lightweight, Trust-Managing, and Privacy-Preserving Collaborative Intrusion Detection for Internet of Things. Applied Sciences, 14(10), 4109. https://doi.org/10.3390/app14104109
Wirtz, B. W. (2024). Digital Business Strategy. Dalam B. W. Wirtz, Digital Business and Electronic Commerce (hlm. 639–716). Springer International Publishing. https://doi.org/10.1007/978-3-031-50289-7_15
Yudiatmaja, W. E., Alfiandri, A., & Hidayat, R. (2017). Far from Fire: The service delivery quality gap plaguing Indonesian Ports. JKAP (Jurnal Kebijakan dan Administrasi Publik), 21(1), 31. https://doi.org/10.22146/jkap.22713
Zehir, C., & Narcıkara, E. (2016a). E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions. Procedia - Social and Behavioral Sciences, 229, 427–443. https://doi.org/10.1016/j.sbspro.2016.07.153
Zehir, C., & Narcıkara, E. (2016b). E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions. Procedia - Social and Behavioral Sciences, 229, 427–443. https://doi.org/10.1016/j.sbspro.2016.07.153
Zemblytė, J. (2015). The Instrument for Evaluating E-Service Quality. Procedia - Social and Behavioral Sciences, 213, 801–806. https://doi.org/10.1016/j.sbspro.2015.11.478
Published
Issue
Section
License
Copyright (c) 2026 Kamiliya Sahilatuz Zahro, Khoirun Nisa’, Tiara Diana Putri, M. Yusuf Azwar Anas (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
