Pengaruh Aplikasi JMO terhadap Kepuasan Pengguna pada BPJS Ketenagakerjaan Kantor Cabang Manado

Abstract

This study aimed to determine the implementation of the JMO (Jamsostek Mobile) application and its effect on user satisfaction at the BPJS Ketenagakerjaan Manado Branch Office. The study was motivated by the fact that many participants still preferred to submit Old-Age Security (JHT) claims manually by visiting the branch office, although JMO provides a more practical and efficient online claim feature. This condition is associated with technical constraints and limited digital literacy among some participants. A quantitative descriptive method with a causal associative approach was employed. The population consisted of BPJS Ketenagakerjaan participants who had used the JMO application, with 100 respondents selected using the Lemeshow formula. Data were collected through questionnaires, observation, documentation, and literature study. Data analysis included validity and reliability tests, simple linear regression, coefficient of determination, F-test, and t-test using SPSS. The results produced the regression equation Y = 22.035 + 0.492X. The coefficient of determination (R²) of 0.324 indicated that JMO contributed 32.4% to user satisfaction. The F-test and t-test yielded a significance value of 0.000 < 0.05. Thus, the JMO application had a positive and significant effect on user satisfaction at the BPJS Ketenagakerjaan Manado Branch Office.