Daftar Isi: ANALISIS BALANCED SCORECARD UNTUK MENGUKUR KINERJA PT KERETA API INDONESIA (Studi Kasus pada Stasiun Kereta Api Kota Baru Malang)

Daftar Isi:

The research purpose is analyzing performance measurement in Kota Baru Train Station of Malang by using Balanced Scorecard method. The research is done in Kota Baru Train Station of Malang with case study research type. Data type used in this research is primary and secondary data. Data analysis in this research is by using descriptive qualitative and quantitative. Data analysis done is by using formula from each perspective of Balanced Scorecard, which is Financial Perspective, Customer Perspective, Internal Business perspective and Learning and Growth Perspective. According to data analysis summarized from Balanced Scorecard performance measurement, it can be concluded that Kota Baru train station of Malang overall could not be considered good, by result achieved in both perspective, which are financial perspective and Learning and Growth Perspective which experienced less good development. Financial perspective can be seen from -7% in 2012. In Learning and Growth Perspective, it can be seen from the decreasing training numbers, absence decreasing, which influenced the employee performance in Kota Baru Train Station of Malang. While customer and internal business perspective can be considered good. Customer perspective according to company’s survey shows that the employee is satisfied of the service and facilities provided. Internal business process perspective has shown development in service and customer satisfaction from year to year.