FIRST LEVEL HEALTH FACILITIES IN BENGKULU PROVINCE: THE ACCEPTANCE AND USE OF AN ONLINE QUEUE SYSTEM
Abdul Mukti (a), Arviansyah (b)

Master of Management, Faculty of Economics and Business, Universitas Indonesia
E-mail: abdul.mukti02[at]ui.ac.id- arviansyah[at]ui.ac.id

Abstract

In January 2020, BPJS Kesehatan presented an online queue system that is integrated with the JKN Mobile Application (National Health Insurance) and the Pcare Application (Primary Care) in all Indonesian First Level Health Facilities (FKTPs). However, the system poses some challenges, and an evaluation of such implementation has not yet been available. This study aims to analyze the acceptance and use of the online queuing system by the First Level Health Facilities (FKTP) using the Unified Theory of Acceptance and Use of Technology (UTAUT) model. Attitude is added as an independent variable as its influence on intention to use in prior studies. This study surveyed the use of the online queuing system by FKTPs in Bengkulu Province using report data for June 2021. Two hundred sixteen respondents (heads of FKTPs who have implemented or installed the online queue system) joined the survey. The data is analyzed using the PLS-based SEM. The results show that Effort Expectancy, Social Influence, Facilitating Conditions, and Attitude had a positive and significant effect on Behavioral Intention to use the online queuing system. This study is expected to contribute to policy formulation and consideration in improving the quality of services in FKTP, especially the online queuing system, and provide additional scientific information for researchers and practitioners in the health technology sector.

Keywords: Online queue system, FKTP, UTAUT, acceptance and use, PLS-SEM.

Topic: Digital Operation and Services