This study aims to analyze the factors influencing user satisfaction with the Mobile
JKN application using the WebQual 4.0 method. The Mobile JKN application,
designed to facilitate digital access to healthcare services for National Health
Insurance participants, has often been criticized for issues related to ease of use and
the quality of information provided. However, there has been little in-depth research
on how the quality dimensions of the application impact user satisfaction. This
research analyzes three main dimensions from WebQual 4.0: usability, information
quality, and interaction quality, to understand their contribution to user satisfaction.
Data was collected through a questionnaire distributed to 100 respondents who are
active users of the Mobile JKN application. The results reveal that usability and
information quality have a significant impact on user satisfaction, while interaction
quality also plays a role, though with a smaller effect. These findings provide
valuable insights for developers to improve these critical aspects to enhance user
experience and service quality in the future.