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Journal : management analysis journal

A Balanced Scorecard Analysis to Evaluate Consumer, Employee Satisfaction, and Internal Business Processes in Blood Transfusion Units in dr. Kariadi Hospital Tri Wardhani, Ria; Jati, Sutopo Patria; Kartasurya, Martha Irene
Management Analysis Journal Vol 11 No 2 (2022): Management Analysis Journal
Publisher : Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/maj.v11i2.57359

Abstract

The hospital is a service organization for patients (consumers). Service is expected to provide comprehensive consumer desires. Previous research has not much elaborated on the balanced scorecard and analysis of the constituent factors of customer and employee satisfaction. This study aims to analyze the balanced scorecard, the constituent factors of customer and employee satisfaction in dr. Kariadi Hospital. The number samples used as many as 72 consumer respondents who use hospital services and 27 hospital employees. The research method uses a balanced scorecard and analysis of the constituent factors of customer and employee satisfaction. The analysis results show that the human resource factor still requires improvement compared to the customer factor. This study confirms that efforts to provide optimal service have been made to satisfy customers. But on the other hand, efforts to provide satisfaction to employees are still lacking; therefore, efforts are needed to provide satisfaction.
Co-Authors Aan Rosanti Abdul Aziz Aditya Kusumawati, Aditya Agnes Melissa Agung Purwanto Agus Budiono Agus Samsudrajat. S Agus Suwandono Akha Pratila Sari Amni Zarkasyi Rahman, Amni Zarkasyi ANDRI PURNOMO Ani Margawati Anindya, Prakasita Artha Anna Mieke Anneke Suparwati Anneke Suparwati Annisa Pratiwi, Annisa ANNISA RAHMAWATI Annisa Rakhmaningtyas Annisa, Viona Antarini Antarini Antarini Antarini, Antarini Antono Surjoputro Antono Suryoputro Antono Suryoputro Anwar, Choiroel Apoina Kartini Ari Setiawan Arinta Riza Andriani Aris Puji Widodo Aris Puji Widodo Aris Sugiharto Ariyani, Ima Armunanto, Armunanto Arnita Sofianingrum Aryani, Asri Indah Asfiya, Nissa Atul Atik Mawarni Aulia Ika Pratiwi Ayu Aztuty Tanjung Ayu Sekar Melati Ayun Sriatmi Azharayesha Nurendra Deltaverona Mahardika Bagoes Widjanarko Bagus Ronggonundarmo Bagus Widjanarko Bernadeta Lintang Hardy Bernadeta Lintang Hardy Bintang Agustina Pratiwi Budiyanti, Rani Tyas Budiyono Budiyono Budiyono Budiyono Budiyono Budiyono Cahya Tri Purnami Cahyaningsari, Brillian Ayu Chriesma Revolaninggar Cika Hanjani Pratiwi Cindi Widia Lestari Cynthia Rizky Indriani Dahlan, Muslih Deviana, Dika Dewi, Eltanin Kumala Dhwi Ba diya Maulina Ikhsani Dian Nursanti Dina Septiyanita Pratiwi Dodik Tugasworo Pramukarso Dodik Tugasworo Pramukarso Dony Kurniadi Wibowo Dyah Ayu Oktavia Edy Dwi Purwanto Edy Dwi Purwanto Eka Yunila Fatmasari Eka Yunila Fatmasari Eka Yunila Fatmasari, Eka Yunila Elsa Febrie Alvianitasari Eltanin Kumala Dewi Endah Sri Lestari Epi Saptaningrum Falentine Lidya Telussa Fani Alizi Ilmifaluthi Farid Agushybana Farid Farid Agushybana Feby Rahmawati, Feby Feliana Mirnawati Fiany Dharyanti Firman Firman Fitri Aviana Fitria, Candra Tyas Nur Friska, Erlin Guesthi Lunes Mutiara Cintha Handayani, Novia Handayani, Novia Hanun, Hafida Zahara Hapsari, Ika Sulistyaningrum Hardi Warsono Harisa Laraswatie Hartuti Purnaweni Hendra Teguh Setiawan Hendro Nurcahyo Hendro Sucipto Hidayat Waluyo Ika Sulistyaningrum Hapsari Ike Johan Prihatini Imanul Abdi Imawan, Satria Aji Indah Mutiara Puspita Sari Indah Widiastuti Inggita Raiesa Rahmi Inna Maulina Intan Dewi Kumalasari Intan Hardian Putri Irena Intania Irianti, Gita Febri Ismayanti Ismayanti Johanes Sugiarto Juwita Pratiwi Kaminang, Megawati Ayu Zharani Kartini Pekabanda Khansa Maghfira Djatnika Khasna Fikriya Kholidah, Miskiyatul Kristie Hapsari Primaharini Kusworo Adi Laksmono Widagdo Lathifah Safaatul Uzhma Lelly Prakusya Lestari, Ayu Fina Lisnia Sari Loveloi Putri Sihanari Lucia Ratna Kartika Wulan Luluk Andani M. Choiroel Anwar Mahalul Azam Maharani, Virgi Mayang Manja Mania Mariyana, Kristin Martha Irene Kartasurya Martini Martini Martini Martini Masrifan Djamil Mateus Sakundarno Adi, Mateus Sakundarno Matsna Haniifah MC. Inge Hartini Meitrika Damayanti Meytri Saraswati Moh Syarofil Anam Mohammad Zen Rahfiludin mufakhhir, Abdulaziez Muh. Ridha Setiawan Salam Muhammad Azinar Muhammad Farras Razin Perdana Muhammad Mukhlis Sujudi Muhammad Murtadho Mumpuni Sari Kusumastuti Mustikowati, Mutia Galuh Mya Rosiana Nabilatul Fanny Naintina Lisnawati Nandini, S.KM., M.Kes, Nurhasmadiar Nanik Sulistyorini Nanik Sulistyorini Naylul Izza Izza Ni Made Deviana Widiantari Nikie Astorina Yunita Dewanti Nikie Astorina Yunita Dewanti Nikie Astorina Yunita Dewanti Nikie Astorina Yunita Dewanti Nimas Ariyani Damayanti Nina Maria Desi Nining Ningrum Ninung Rose Diana Kusumawati Nissa Kusariana Nofa Martina Ariani, Nofa Martina Noor Fadhilah Dyah Anggraini Nufika Fatasyadhuha Nur Endah Wahyuningsih Nurhasmadiar Nandini Nurhasmadiar Nandini Nurhasmadiar Nandini Nurlita Putri Apriliani Nurul Fajriah Nurul Fajriah Ossie Happinasari Paramesthi, Prasasya Pramono Apriawan Wijayanto Pramono Apriawan Wijayanto Puteri Inandin Nabiha Putri Asmita Wigati Putri, Intan Hardian Putri, Sefira Salsabila Rabiatul Amaliah Hariadi Rahmasari, Annisya Aulia Rahmi Rahmi Rani Tiyas Budiyanti Rapotan Hasibuan Rasipin Rasipin Ratna Murpratiwi Retno Hestiningsih Riama Haposanita S. Risdanti, Syafira Rizani Shofi Romdhonah Romdhonah Ronald Mahudin Rosalia, Marcheda Rahma Runjati Salma Salma salnia salnia Sandyaga Ghaffar Purwanto Sari, Emy Novita Sarsintorini Putra Septo Pawelas Arso Septyana Fauzy Shabika Imany Putri Wiguna Shinta Trinovia Kumalasari Shofiyana Shofiyana Silavati, Yuni Adhita Silfia Addina Sinaga, Ong Felin Siti Raihanah Siti Rochwati Soakakone, Minnalia Sri Achadi Nugraheni Sri Isroyati Sri Maryati Sri Maryati Sri Suwitri Sri Yuliawati Suci Aull Radian Sudarmono sudarmono Sudiro Sudiro Sugiarto, Puput Suhartono, Suhartono Sulianti Rosianna Sihotang Suryawati, Chriswarandi Suryosaputro, Antono Susanti susi yanti Syafira Risdanti Syamsulhuda BM Syamsulhuda Budi Musthofa Syamsulhuda Budi Mustofa Tasia Deastuti Tika Purbadiyanti Pranata Titik Handayani, Titik Tjahjono Kuntjoro Tjahjono Kuntjoro Tomi Konstantia Setiaji, Tomi Konstantia Tri Haryani Nur Liyana Tri Wardhani, Ria Trianita Eka Pamundhi Triastuti, Akyuning Una Zaida Untung Sujianto Vannisa Fandyar Maulidhika Viona Febya Pangestika Virgi Mayang Maharani Virgi Mayang Maharani Wijaya, M. Indra Hadi Wijayanto, Pramono Apriawan Wildan Nur Aiman Wulan Kusumastuti Wulan Kusumastuti Wulan Kusumastuti Wulan Kusumastuti Wulan Kusumastuti Yanti, Ni Luh Devi Yoga Dwi Ardianto Yudhy Dharmawan Yulia Elesta Nitbani Yuliani Setyaningsih Yulianto Prabowo Yuliastuti, Ika Kurnia Yuni Adhita Silavati Zahroh Shaluhiyah