The Implementation Of Balanced Scorecard Customer Perspective As Performance Measurement : A Case Study On Surabaya "X" Hospital Indonesia

Fariz, Fariz (2019) The Implementation Of Balanced Scorecard Customer Perspective As Performance Measurement : A Case Study On Surabaya "X" Hospital Indonesia. Eurasia : Economics & Business, 3 (21). pp. 31-38. ISSN 2522-9710

	Text Jurnal THE IMPLEMENTATION OF BALANCED SCORECARD CUSTOMER PERSPECTIVE AS PERFORMANCE MEASUREMENT A CASE STUDY ON SURABAYA ”X” HOSPITAL,.pdf Download (1MB)
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Abstract

ABSTRACT The globalization era in Indonesia has a major impact on the business field, including the hospital industry. The number of private and foreign hospitals is increasing, therefore each existing company has an interest in business development in an effort to determine the company performance. Financial statements reflect business performance. However, non- financial factors must also be taken into account, considering non-financial factors have an influence in determining business performance. The Balanced Scorecard measures performance from four perspectives as a whole and interrelated entity, namely financial perspective, customer perspective, internal business process perspective, as well as learning and growth perspective. In this research, the discussion is focused on the customer perspective because the customer is one of the most important elements for the business entity, and is realized to produce the best value for the customer. Based on the description of strategic targets, it is known that the target of increasing customer loyalty can be fulfilled. In 2017 the number of customers exceeds the established standard, which is more than 90% of the number of customers in the previous period (98.38%). The growth target of the number of customers met and exceed the target. The growth of customer companies target in 2017 was set at 15 new customer companies, and realized at 22 new customer companies. The increasing customer satisfaction target is in good catgory because the target has been achieved, as the customer satisfaction generated is less than 20% in 2017.

Item Type:	Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Perpustakaan > Jurnal
Depositing User:	Ismi Putri Merdekawati
Date Deposited:	03 Jun 2020 05:35
Last Modified:	18 Dec 2020 06:57
URI:	http://repository.stieyapan.ac.id/id/eprint/59

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