Technology Acceptance and Complaint-Related Readiness in Mobile JKN: A Systematic Review of Acceptance, Satisfaction, and Feedback Outcomes

Authors

  • Nur Aisyah Syahfitri Master of Hospital Administration, Postgraduate Programme, Universitas Muhammadiyah Yogyakarta, Yogyakarta, Indonesia
  • Mahendro Prasetyo Kusumo Master of Hospital Administration, Postgraduate Programme, Universitas Muhammadiyah Yogyakarta, Yogyakarta, Indonesia

DOI:

https://doi.org/10.38035/dijemss.v8i1.6774

Keywords:

Mobile JKN, Technology Acceptance Model, Perceived Usefulness, Perceived Ease of Use, Digital Complaint, Patient Feedback, User Satisfaction, Health Insurance Application, Digital Patient Voice

Abstract

This systematic review synthesized empirical evidence on technology acceptance and complaint-related digital readiness in Mobile JKN, Indonesia's national health insurance mobile application. Searches were conducted in Scopus, PubMed, Google Scholar, and Portal Garuda for studies published between 2018 and 2025, following PRISMA 2020. Ten empirical studies were included in the narrative synthesis. Perceived usefulness and perceived ease of use were consistently associated with Mobile JKN acceptance, intention to use, satisfaction, continued intention, and self-reported actual system use. However, none of the included studies directly measured complaint-specific intention or verified complaint submission through Mobile JKN. These findings suggest that technology acceptance may create enabling conditions for digital complaint readiness, but actual complaint behavior also requires trust, perceived responsiveness, privacy assurance, technical reliability, and clear follow-up mechanisms. Future studies should integrate TAM with consumer complaint behavior frameworks and use longitudinal designs, verified application data, and complaint log analysis to validate the pathway from Mobile JKN acceptance to actual digital patient voice behavior.

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Published

2026-10-19

How to Cite

Syahfitri, N. A., & Kusumo , M. P. (2026). Technology Acceptance and Complaint-Related Readiness in Mobile JKN: A Systematic Review of Acceptance, Satisfaction, and Feedback Outcomes. Dinasti International Journal of Education Management and Social Science, 8(1), 499–515. https://doi.org/10.38035/dijemss.v8i1.6774

Issue

Vol. 8 No. 1 (2026): Dinasti International Journal of Education Management and Social Science (October - November 2026)

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Copyright (c) 2026 Nur Aisyah Syahfitri, Mahendro Prasetyo Kusumo

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