IMPLEMENTASI PENGUKURAN KINERJA RUMAH SAKIT DENGAN PENDEKATAN BALANCED SCORECARD (Studi Kasus Pada RS Tk. II dr. Ak Gani)

KAPLAN, MUHAMMAD and Saftiana, Yulia (2025) IMPLEMENTASI PENGUKURAN KINERJA RUMAH SAKIT DENGAN PENDEKATAN BALANCED SCORECARD (Studi Kasus Pada RS Tk. II dr. Ak Gani). Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to evaluate the performance of RS Tk. II dr. Ak Gani using the Balanced Scorecard (BSC) approach, which encompasses four main perspectives: financial, customer, internal business processes, and learning and growth. The method employed is descriptive, both quantitative and qualitative, using a comparative approach. Data were obtained through documentation and interviews. The results indicate that from the financial perspective, the hospital is in a less economical and inefficient condition, although its level of effectiveness falls within the effective category. From the customer perspective, patient satisfaction is rated as good; however, the retention rate has declined and the acquisition of new patients has shown only a slight increase. The internal business process perspective reflects service innovations, though improvements in operational efficiency are still needed. Meanwhile, the learning and growth perspective highlights the need for better employee training and retention. The implementation of the Balanced Scorecard provides a more comprehensive and accurate picture of the hospital's performance and can serve as a foundation for managerial decision-making.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Balanced Scorecard, Performance Measurement, Hospital, Financial Perspective, Customer Perspective, Internal Business Process, Learning and Growth.
Subjects:	H Social Sciences > HG Finance > HG1706-1708 Accounting. Bookkeeping
Divisions:	01-Faculty of Economics > 62201-Accounting (S1)
Depositing User:	Muhammad Kaplan
Date Deposited:	20 May 2025 02:30
Last Modified:	20 May 2025 02:30
URI:	http://repository.unsri.ac.id/id/eprint/173123

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