PENERAPAN METODE BALANCED SCORECARD SEBAGAI TOLOK UKUR KINERJA PADA JASA PELAYANAN KESEHATAN RSUD BEKASI SELATAN

Muhammad Akbar Sayyidullail, NIM. 17106060040 (2021) PENERAPAN METODE BALANCED SCORECARD SEBAGAI TOLOK UKUR KINERJA PADA JASA PELAYANAN KESEHATAN RSUD BEKASI SELATAN. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

Preview	Text (PENERAPAN METODE BALANCED SCORECARD SEBAGAI TOLOK UKUR KINERJA PADA JASA PELAYANAN KESEHATAN RSUD BEKASI SELATAN) 17106060040_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf - Published Version Download (2MB) | Preview
	Text (PENERAPAN METODE BALANCED SCORECARD SEBAGAI TOLOK UKUR KINERJA PADA JASA PELAYANAN KESEHATAN RSUD BEKASI SELATAN) 17106060040_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf - Published Version Restricted to Registered users only Download (1MB)

Abstract

In the current era of globalization where companies, both industries engaged in services or manufacturing, are experiencing very rapid development, this creates increasingly competitive competition between companies. The hospital is one of the companies that provide output in the form of health services. There are so many people involved in this service, both medical and non-medical officers. One of the most important things in hospital services is customer satisfaction, because consumers can clearly feel the good or bad of the services received from the hospital when using their services. In an effort to improve the performance of the hospital to match the vision and mission that was created, a system is needed to describe the condition of the hospital’s performance. Balanced scorecard is a method for measuring performance using 4 perspectives, namely financial perspective, customer perspective, internal business process perspective, and learning and growth perspective. The data collection process uses 2 types of data, namely primary data and secondary data. In primary data using simple random sampling technique with a population of questionnaires are all customers who have been inpatients at the South Bekasi Hospital with a sample of 120 respondents. And filling out the AHP questionnaire data was carried out by the South Bekasi City Hospital. As for secondary data, it uses data from the hospital’s HR management and performance reports in 2019 and 2018. In the process of measuring financial performance using hospital revenue achievement data, from the customer perspective using satisfaction measurements with service quality method, in the internal business perspective using the standards applied by the Indonesian Ministry of Health and for growth and learning perspectives using employee retention rates and employee training.

Share this knowledge with your friends :

Actions (login required)

View Item