PENILAIAN KINERJA DENGAN BALANCE SCORECARD PADA CONCEPTALK SURABAYA

Abstract

This research aims to analyze and determine the company's performance which was measured from the perspective of finances, customers, internal business process, and learning and growth. The research applies qualitatively. Furthermore, the population consists of ConcepTalk Surabaya. The data used were financial statements, questionnaires, interviews, also company data. In addition, the result shows that during three years from 2021-2023, (1) the financial perspective at NPM indicator is categorized as good. While in the ROA and ROE indicators, it is categorized as bad (2) customers' perspective indicates that indicators of customers satisfaction and retention are good categorized and the customers are satisfied over the service, facility, also quality and quantity of the service provided by the company. The company is able to maintain the loyal customers, but in the acquisition indicators it showed in the bad category. (3) the perspective of the internal business processes shows that the company is able to do the innovation, operation, and repurchased service which is satisfied and also improve the customers' trust. (4) the perspective of learning and trust growth indicates that every employee is able to gain profit for the company, so that the company is able to satisfy the employees, also it is able to maintain the employees' loyalty to have good cooperation with the company.