Authors :
Syamsul Arif; Abdul Hamid Habbe; Mediaty
Volume/Issue :
Volume 8 - 2023, Issue 12 - December
Google Scholar :
http://tinyurl.com/bdcwtkdr
Scribd :
http://tinyurl.com/4c22sv88
DOI :
https://doi.org/10.5281/zenodo.10435160
Abstract :
This research aims to assess the performance
of Makassar City Public Hospital (RSUD) using the
Balanced Scorecard method. The study adopts a
descriptive research design with a quantitative approach,
utilizing financial and non-financial data from the years
2020-2022. The findings reveal that, from a financial
perspective, the economic ratio is unfavorable, the
effectivity ratio is ineffective, and the efficiency ratio is
highly inefficient. In the customer perspective,
satisfaction levels are very high, particularly in patient
acquisition. From an internal business process
standpoint, key indicators such as BOR, TOI, GDR, and
NDR show ideal results, while ALOS and BTO exhibit
less than ideal outcomes. In terms of growth and learning,
employee retention is satisfactory, and employee
satisfaction is very high. Overall, the research indicates
that the performance of RSUD in Makassar City is
favorable across the four perspectives. The implications
of these findings suggest the need for addressing financial
performance issues and further enhancing the overall
service, facilities, and infrastructure of RSUD in
Makassar City.
Keywords :
Balance Scorecard, Performance Measurement.
This research aims to assess the performance
of Makassar City Public Hospital (RSUD) using the
Balanced Scorecard method. The study adopts a
descriptive research design with a quantitative approach,
utilizing financial and non-financial data from the years
2020-2022. The findings reveal that, from a financial
perspective, the economic ratio is unfavorable, the
effectivity ratio is ineffective, and the efficiency ratio is
highly inefficient. In the customer perspective,
satisfaction levels are very high, particularly in patient
acquisition. From an internal business process
standpoint, key indicators such as BOR, TOI, GDR, and
NDR show ideal results, while ALOS and BTO exhibit
less than ideal outcomes. In terms of growth and learning,
employee retention is satisfactory, and employee
satisfaction is very high. Overall, the research indicates
that the performance of RSUD in Makassar City is
favorable across the four perspectives. The implications
of these findings suggest the need for addressing financial
performance issues and further enhancing the overall
service, facilities, and infrastructure of RSUD in
Makassar City.
Keywords :
Balance Scorecard, Performance Measurement.
