EXPLORING THE MOBILE JKN DIGITAL HEALTH SERVICES PUBLIC VALUE BASED ON INFORMATION SYSTEM QUALITY, TRUST IN E-GOVERNMENT, AND CITIZEN SATISFACTION IN JAVA ISLAND

Authors

DOI:

https://doi.org/10.18623/rvd.v23.6157

Keywords:

Public Value, Information System Quality, Trust in E-Government, Citizen Satisfaction, Mobile JKN

Abstract

This research aims to confirm the integration of DeLone McLean IS Success Model and Public Value Theory on Mobile JKN digital health services. Since its 2018 launch, Mobile JKN has experienced several information system issues. This impact in low usage of Mobile JKN due to public distrust and dissatisfaction, meaning citizens have not yet fully realised the public value of the services provided. Partial Least Squares-Structural Equation Modelling (PLS-SEM) with SmartPLS 3.0 to analyze 361 respondents across Mobile JKN users in Java Island. Service quality and system quality have a significant relationship with e-government public value, but not with information quality. All information system quality variables have a significant relationship with trust in e-government and citizen satisfaction. Trust in e-government and citizen satisfaction also have a significant relationship with e-government public value. The indirect effect relationship shows that trust in e-government and citizen satisfaction can mediate a significant relationship between all information system quality variables and e-government public value. This study was unable to fully confirm the integration of the ISSM and Public Value constructs. However, these results underscore the importance of information systems quality in digital health services for shaping trust and satisfaction and delivering public value to citizens.

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Published

2026-05-12

How to Cite

Haryono, B. S., Muslim, A. Q., Sumartono, Suryadi, Nathaniel, A., & Hasan, A. F. (2026). EXPLORING THE MOBILE JKN DIGITAL HEALTH SERVICES PUBLIC VALUE BASED ON INFORMATION SYSTEM QUALITY, TRUST IN E-GOVERNMENT, AND CITIZEN SATISFACTION IN JAVA ISLAND. Veredas Do Direito, 23(8), e236157. https://doi.org/10.18623/rvd.v23.6157

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Vol. 23 No. 8 (2026): Veredas do Direito, v. 23, n. 8 2026

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