The Effect of Jamsostek Mobile Application Usage Effectiveness InAccelerating Old Age Security (JHT) Claim Disbursement For BPJS Ketenagakerjaan Participants at The Pematangsiantar Branch
Year: 2026
Type: article
Study design: Observational Study
Abstract: This study aims to determine the effect of the effectiveness of the Jamsostek Mobile (JMO) application in accelerating Old Age Security (Jaminan Hari Tua/JHT) claim disbursement for participants of BPJS Ketenagakerjaan, Pematangsiantar Branch, and to identify the technical and non-technical obstacles participants face. The study is grounded in the digitalization of public services, which demands faster and more efficient service, while system disruptions, login failures, facial verification errors, and low digital literacy among some participants persist. A quantitative survey design was used. The population consisted of 100 active participants selected through simple random sampling, and data from 35 respondents were analyzed using a Likert-scale questionnaire tested for validity and reliability. Data were analyzed with simple linear regression, a partial t-test, and the coefficient of determination (R²). The results show that JMO usage has a positive and significant effect on JHT claim disbursement (t-value = 12.728 > t-table = 1.694; Sig. = 0.000 < 0.05), so H0 is rejected. The Adjusted R Square of 0.834 indicates that 83.4% of the variation in claim disbursement is explained by application usage, while 16.6% is influenced by other factors. Technical obstacles (system disruptions, unstable networks, facial verification failures) and non-technical obstacles (low digital literacy, limited devices) still lead some participants to visit the branch office in person. Improving system stability, continuous education, and wider digital infrastructure access are recommended, particularly for elderly participants.
Language: English
Field: Social Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7221020429