Kayana Putri, Raissa (2026) DIFFERENCES IN WAITING TIME FOR MEDICAL EXAMINATION BASED ON THE USE OF THE JKN MOBILE APPLICATION AND TYPE OF PARTICIPANT AND ITS IMPACT ON THE QUALITY OF SERVICE IN THE RESPONSIVENESS ASPECT AT THE INTERNAL MEDICINE POLYCLINIC OF PTPN VIII SUBANG REGIONAL HOSPITAL. Thesis(S2) thesis, UNIVERSITAS PASUNDAN.
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Abstract
This study aims to analyze the differences in medical examination waiting times based on registration methods (the Mobile JKN application and manual registration) and membership categories (PBI and non-PBI), examine the interaction between these factors, and determine the relationship between waiting time and service quality in terms of responsiveness at the Internal Medicine Outpatient Clinic of RSUD PTPN VIII Subang. A quantitative approach with a comparative and analytical design was employed. The study included 100 patients who were equally distributed into four groups: Manual–Non-PBI, Manual–PBI, Mobile JKN–Non-PBI, and Mobile JKN–PBI, with 25 patients in each group. Data were analyzed using Two-Way ANOVA, the Kruskal-Wallis test, and Spearman's Rank correlation. The results showed that the mean waiting time for patients using manual registration was 34.28 minutes, compared with 137.46 minutes for Mobile JKN users, with a statistically significant difference (p<0.001). Based on membership status, the mean waiting time was 94.38 minutes for Non-PBI patients and 77.36 minutes for PBI patients, with a statistically significant difference (p<0.001). The interaction between registration method and membership status was also statistically significant (p<0.001), with the difference in waiting time being particularly evident among Mobile JKN users. Service quality in terms of responsiveness also differed significantly among the four groups (p<0.001). Spearman's correlation analysis across all groups demonstrated a very strong negative relationship between waiting time and responsiveness (r=-0.878; p<0.001). It can be concluded that registration method, JKN membership status, and the interaction between these factors are significantly associated with medical examination waiting time. Longer waiting times are associated with lower patient perceptions of service responsiveness. These findings indicate the need to evaluate the integration of Mobile JKN with the queue management system, hospital information system, administrative processes, and medical examination workflow to improve waiting-time efficiency and service quality.
| Item Type: | Thesis (Thesis(S2)) |
|---|---|
| Divisions: | Pascasarjana > S2-Manajemen 2026 |
| Depositing User: | Mr soeryana soeryana |
| Date Deposited: | 17 Oct 2026 07:34 |
| Last Modified: | 17 Oct 2026 07:34 |
| URI: | https://repository.unpas.ac.id/id/eprint/85544 |
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