ANALISIS PENGUKURAN KINERJA PERUSAHAAN MENGGUNAKAN METODE BALANCED SCORE PADA PT. KERETA API INDONESIA (PERSERO) SURABAYA SEBELUM DAN MASA PANDEMI

Abstract

This research was conducted at PT. Kereta Api Indonesia (Persero) DAOP VIII Surabaya. It aimed to examine the effect of companies’ performance before and after the pandemic. The performance was measured by Balance Scorecard, which had four perspectives namely, financial, customer, business internal process, and growth learning perspectives. The research was comparative-quantitative. Furthermore, the data were secondary, in form of reports and documentation. The data collection technique was based on data sources of documents at PT. Kereta Api Indonesia (Persero) DAOP VIII Surabaya from 2018-up to 2021. The documents were sent through email. Moreover, the data analysis technique used descriptive-qualitative analysis. The result showed that all perspectives had declined every year. This was caused as the spread of the virus of Covid-19 became wider. Besides, the government policy had limited outdoor activities so it affected to the train equipment and less of employees’ performance. However, from an internal business perspective, the number of services in stations and trains increased every year. It showed that PT Kereta Api Indonesia (Persero) DAOP VIII Surabaya had given good service for customers’ comfort and safety.