Rosliani, Andi Devi (2025) Analisis Sentimen Publik Terhadap Aplikasi JKN Mobile Sektor Kesehatan di Indonesia. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to analyze public sentiment toward the JKN Mobile application, a digital service innovation launche d by BPJS Kesehatan to improve access to health services in Indonesia. Despite the increasing number of users, many complaints have e merged, particularly regarding application performance , ease of use, and service responsiveness. Using qualitative methods and sentiment analysis through the NVivo 12 Plus software , this re se arch collected 5,000 user reviews from the Google Play Store to assess user satisfaction and pe rce ption. The data were categorized into five key indicators: ease of use, service quality, trust, price value, and risk. The findings show that while the majority of users rated the application positively, there remains a significant number of negative reviews, indicating technical and communication issues. This research concludes that although JKN Mobile has potential to support Indonesia's he alth service transformation, further improvements in user guidance, system reliability, and digital literacy are essential to maximize its effectiveness and public trust.

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