Balanced scorecard analysis to measure the performance of PT. KAI Jombang City
Article Sidebar
Main Article Content
Abstract
Performance determination is the main objective of this study. PT. KAI Jombang City using a financial perspective, internal company perspective, learning and growth perspective are the four perspectives of the balanced scorecard. Type This research uses quantitative methods and is descriptive in nature. tools for collecting data which includes surveys, interviews, and documentation. Respondents on customer satisfaction are customers of PT. KAI Jombang City totaled 100 people while respondents to employee satisfaction were employees of PT. KAI Jombang City numbered 30 people. The sampling technique uses a probability sample. The results of this study The results of this study from a financial perspective, namely the economic ratios decreased by 42.6%. Efficiency has decreased by 36.1%. Effectiveness decreased by 0.1%. Customer satisfaction trust value shows the highest value of 89%. In the internal business, new innovations such as the addition of VIP rooms, AC standing, display screens, parking areas for box counters and reductions. In the operation process using GAPEKA (Rail Travel Graph). In the after-sales process of giving points and rewards. Meanwhile, from the perspective of growth and learning, the indicator of satisfaction with supervision and salary results has the highest value, namely 90%. On retention only 10% of employees leave, meaning good performance. Productivity has decreased by Rp. 22,695.43, meaning that performance is said to be lacking
Downloads
Article Details
Barney, J. B., Ketchen Jr, D. J., & Wright, M. (2021). Resource-based theory and the value creation framework. Journal of Management, 47(7), 1936–1955.
Benchimol, E. I., Smeeth, L., Guttmann, A., Harron, K., Moher, D., Petersen, I., Sørensen, H. T., von Elm, E., Langan, S. M., & Committee, R. W. (2015). The REporting of studies Conducted using Observational Routinely-collected health Data (RECORD) statement. PLoS Medicine, 12(10), e1001885.
Bloomfield, J., & Fisher, M. J. (2019). Quantitative research design. Journal of the Australasian Rehabilitation Nurses Association, 22(2), 27–30.
Bordeleau, F.-E., Mosconi, E., & de Santa-Eulalia, L. A. (2020). Business intelligence and analytics value creation in Industry 4.0: a multiple case study in manufacturing medium enterprises. Production Planning & Control, 31(2–3), 173–185.
Bulgurcu, B., Cavusoglu, H., & Benbasat, I. (2010). Information security policy compliance: an empirical study of rationality-based beliefs and information security awareness. MIS Quarterly, 523–548.
Dacholfany, M. I., Khataybeh, A. M., Lewaherilla, N. C., Yusuf, M., Sihombing, H. B. M., & Chang, M. L. (2022). APPLICATION OF THE BALANCED SCORE CARD CONCEPT AS A HUMAN RESOURCE PERFORMANCE MEASUREMENT TOOL AT THE MINISTRY OF HIGHER EDUCATION IN INDONESIA. MULTICULTURAL EDUCATION, 8(04), 1–13.
Datar, S. M., & Rajan, M. V. (2021). Horngren’s cost accounting: a managerial emphasis. Pearson.
Fazrah, I. (2021). Analisis Penilaian Kinerja Bank Umum Syariah Dengan Menggunakan Pendekatan Islamicity Performance Index Periode 2018-2020. Universitas Islam Negeri Sumatera Utara.
Hristov, I., Chirico, A., & Appolloni, A. (2019). Sustainability value creation, survival, and growth of the company: A critical perspective in the Sustainability Balanced Scorecard (SBSC). Sustainability, 11(7), 2119.
Kurbonov, K. (2021). Strategy of debt management. ????? ??????? ????????????, 1(1).
Marr, B., & Gray, D. (2012). Strategic performance management. Routledge.
Melnyk, S. A., Bititci, U., Platts, K., Tobias, J., & Andersen, B. (2014). Is performance measurement and management fit for the future? Management Accounting Research, 25(2), 173–186.
Mintzberg, H. (2019). Managerial work: Analysis from observation. In Managerial Work (pp. 99–112). Routledge.
Mulyati, S. (n.d.). TARGET SEGMENTASI PELANGGAN PADA PT KERETA API INDONESIA (PERSERO).
Othman, B. A., Harun, A., De Almeida, N. M., & Sadq, Z. M. (2020). The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia. Journal of Islamic Marketing.
Panno, A. (2020). Performance measurement and management in small companies of the service sector; evidence from a sample of Italian hotels. Measuring Business Excellence, 24(2), 133–160.
Safar, R., & Widyaningsih, Y. E. (2021). Pengaruh umur perusahaan, ukuran perusahaan dan kinerja keuangan terhadap pengungkapan tanggung jawab sosial perusahaan (studi empiris pada perusahaan industri dasar dan kimia yang terdaftar di Bursa Efek Indonesia). Riset Akuntansi Dan Perbankan, 15(1), 417–426.
Setiyobono, R., & Ahmar, N. (2019). Pengukuran Kinerja Perbankan Syariah Berbasis Maqashid Syariah Index Bank Syariah di Indonesia: Abdul Majid Najjar Versus Abu Zahrah. Jurnal Riset Akuntansi & Perpajakan (JRAP), 6(02), 111–126.
Steiss, A. W. (2019). Strategic management for public and nonprofit organizations. Routledge.
Sugiyono. (2016). Metode Penelitian Kuantitatif Kualitatif Dan R&D.pdf. Alfabeta.
Sugiyono. (2017). Metode Penelitian Bisnis. Alfabeta.
Sugiyono, P. D. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D (Sutopo. Bandung: CV. Alfabeta.
Tuan, T. T. (2020). The impact of balanced scorecard on performance: The case of Vietnamese commercial banks. Journal of Asian Finance, Economics and Business, 7(1), 71–79.
UANG, P. P. T. P. P. (2021). Pertanggungjawaban pidana korporasi.
Warren, C. S., Jones, J. P., & Tayler, W. B. (2020). Financial and managerial accounting. Cengage Learning, Inc.
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.