PENGUKURAN KINERJA PT BANK BENGKULU DENGAN PENDEKATAN BALANCED SCORECARD

This research aims to measure the performance of PT Bank Bengkulu
when measured using the balanced scorecard concept is composed from a
financial perspective, customer perspective, internal business process perspective
and learning and growth perspective.
This research is a descriptive research that did measure the performeance
of PT Bank Bengkulu from financial perspective, customer perspective, internal
process business perspective, and growth and learning perspective. To analyze
the financial perspective using secondary data, using corporate data and
calculation of a questionnaire to analyze the customer’s perspective and
perspective growth and learning, and conduct interviews to the division of
planning and development as well as the observation time of surgery to analyze
the internal business process perspective.
From the result of measurements that have been made known that the
performance of PT Bank Bengkulu from financial perspective measured by
financial ratio, namely ROA, LDR, and BOPO still in the ideal category,
measured customer perspective of market share has increased from previous
years, customers acquisition also increased from the previous year and achieve
customers satisfaction category fairly satisfied/fairly good, internal business
internal process perspective is measured from the process of innovation has
increased from the previous year, but from the side of the operation shows the
level of PT Bank Bengkulu in the process is less efficient operations. And last of
growth and learning perspektif obtained result have increased the level of
employee training from the previous year and reached the category of employee
satisfactionare quite satisfied/fairly good.