Factors associated with the utilization of the mobile national health insurance online queue system at community health center: A cross-sectional study

Vollständiger Abstract

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Background: The use of the National Health Insurance (M-JKN) mobile online queue system aims to improve the efficiency, safety, and quality of health services. However, it is often hindered by network errors or patients’ lack of proficiency in using the system. Analysis of the utilization of the M-JKN mobile online queue system remains under-researched. Objective: This study aims to analyze the utilization of the M-JKN online queue system at the Mekarsari Community Health Center in Banyuasin Regency. Methods: This study uses a quantitative approach, with a cross-sectional design from the population of all patient visits from January to December, totaling 4,030 patients, and uses accidental sampling. The research sample used questionnaires for 98 (ninety-eight) respondents from March to April 2026. The analysis tests used were univariate, bivariate, and multivariate analyses with logistic regression tests. Results: The research results showed that age with a p-value of 0.098 (p > 0.05), gender p-value 0.098 (p > 0.05), ease of use p-value 1.000 (p > 0.05), user attitude p-value 0.147 (p > 0.05), intention to use p-value 0.780 (p > 0.05), and user satisfaction p-value 0.659 (p > 0.05) were not related to the use of the M-JKN online queue. Education level had a p-value of 0.004 (p < 0.05) OR = 9.42 95% CI = 1.597–21.308, and perceived usefulness p-value 0.004 (p < 0.05) OR = 9.20 95% CI = 1.54–8.79 were related to the use of the M-JKN online queue. Multivariate analysis identified the education level aspect OR = 5.83; 95% CI = 1.597–21.308; p = 0.008 as the dominant factor associated with the utilization of the M-JKN Online Queue . Conclusion: The conclusion of this study is that service quality dimensions, particularly educational level and perceived usefulness, play a significant role in increasing the utilization of the online queue system. It is recommended that the community health center focus on these two dimensions to enhance the utilization of the M-JKN online queue system.