ANALYSIS OF USER ACCEPTANCE OF THE MOBILE APPLICATION OF NATIONAL HEALTH INSURANCE USING THE UNIFIED THEORY OF ACCEPTANCE AND USE OF TECHNOLOGY (UTAUT) METHOD

Information and Communication Technology (ICT) plays an important role in the business world, not only as a tool to gain a competitive position but also to achieve time and cost efficiency. One application which is widely used by the public, especially in the health sector is JKN Mobile, which was developed by Social Security Agency of Health to get closer to its users in obtaining health information and health facilities. This study aims empirically to explain the factors which influence the acceptance of the Mobile application of National Health Insurance from the user's point of view. This research adapts the Unified Theory of Acceptance and Use of Technology (UTAUT) as a theoretical basis. Data collection used a survey and this effort succeeded in obtaining 177 valid responses. The survey data was then rigorously analyzed using the Structural Equation Model - Partial Least Square (SEM-PLS). The results of this study indicate that Performance Expectation (PE), Effort Expectation (EE) and Social Influence (SI) have a positive effect on User Behavior Intentions (BI) with t-test values of 4.231, 3.750 and 4.762 respectively. These three variables can convincingly explain the BI of 65.0% in using the application. Furthermore, the Facilitating Condition (FC) and BI variables contribute 67.5% to explain the factor variance in the use of the Mobile application of National Health Insurance with t-test values of 8,698 and 4,253 respectively BI to Used Behavior (UB) and FC to UB. Therefore, this research is theoretically contributed by validating the use of UTAUT in the deployment of ICT in the health sector