Analisis Pengukuran Kinerja RSUD Syekh Yusuf Melalui Perspektif Pelanggan Dengan Metode Balanced Scorecard

Riska Nurul Adelia Rahmat; Andi Nurzakiah Amin

doi:10.31004/koloni.v5i3.1369

Authors

Riska Nurul Adelia Rahmat Universitas Negeri Makassar
Andi Nurzakiah Amin Universitas Negeri Makassar

DOI:

https://doi.org/10.31004/koloni.v5i3.1369

Keywords:

performance measurement, customer perspective, balanced scorecard

Abstract

Measuring hospital performance from the customer perspective is essential for assessing a hospital’s ability to retain patients, attract new patients, and meet patient expectations. This study aims to analyze the performance of RSUD Syekh Yusuf from the customer perspective, comprising patient retention, patient acquisition, and patient satisfaction using the Balanced Scorecard method. This quantitative study employed a descriptive approach. The study population consisted of 5,845 patients, with a sample of 326 respondents determined using the Isaac and Michael table and selected through purposive sampling. Data were collected using questionnaires for each variable that had been tested for validity and reliability and were analyzed univariately using SPSS. The results showed that patient retention was categorized as good, as indicated by 58.3% of respondents. This assessment was primarily supported by the price indicator, while the comfort value indicator received a less favorable assessment. Patient acquisition was also categorized as good, with 55.8% of respondents. This result was mainly supported by the place and product indicators, whereas the promotion indicator received a less favorable assessment. Patient satisfaction was categorized as satisfied, with 61% of respondents. Satisfaction was primarily supported by the assurance dimension, while dissatisfaction was associated with physical evidence and responsiveness. Hospitals are expected to strengthen promotional activities, particularly through social media, improve responsiveness, and ensure adequate supporting facilities to optimize service quality.

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