Analysis of JMO Application User Satisfaction Using the PIECES Framework: A Case Study of Workers in Indragiri Hilir Regency
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Abstract
JMO (Jamsostek Mobile) is the official application of BPJS Ketenagakerjaan (Social Security Administration Agency for Employment) that is used to facilitate participants in accessing social security services digitally, such as checking balances, updating data, and claiming JHT (Employment Benefits). The Social Security Agency (BPJS) Ketenagakerjaan utilizes this technology to provide convenience and accessibility for participants throughout Indonesia, including in Indragiri Hilir Regency, which faces significant geographical challenges. This study was conducted to evaluate the level of satisfaction of workers in Indragiri Hilir Regency regarding the effectiveness of the JMO application service. The method used was the PIECES Framework, which covers the dimensions of Performance, Information, Economics, Control and Security, Efficiency, and Service. Primary data was collected through an online survey using a questionnaire distributed to 125 active users in the region. The results of the study show that all PIECES variables achieved an average score of 4.16 on a scale of 5.00. These findings confirm that the JMO application plays a significant role in improving the quality of social security services for workers in Indragiri Hilir Regency. The Economics dimension is a major supporting factor due to the cost and time efficiency it provides to users in remote areas.
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