ABSTRACT
In January 2020, BPJS Kesehatan presented an online queuing system that was integrated with the JKN Mobile Application (National Health Insurance) and the Pcare Application (Primary Care) in all Indonesian First Level Health Facilities (Fasilitas Kesehatan Tingkat Pertama or FKTP). However, the system posed some challenges, and its implementation had not yet been evaluated. This study aims at analyzing the acceptance and use of the online queuing system by FKTP using the Unified Theory of Acceptance and Use of Technology (UTAUT) model. There are 216 respondents (heads of FKTPs who have implemented the online queuing system) participated in the survey. The data were analyzed using the PLS-based SEM. The results show that effort expectancy, social influence, facilitating conditions, and attitude positively and significantly affected behavioral intention to use the online queuing system. This study is expected to contribute to consideration in policy formulation and in improving the quality of services in FKTP, especially the online queuing system, as well as providing additional scientific information for researchers and practitioners in the health technology sector.
