Aisyah Novasari (2021) Analisis Kinerja Pada Rumah Sakit Hewan Pendidikan Universitas Airlangga Berdasarkan Metode Balanced Scorecard. Thesis thesis, UNIVERSITAS AIRLANGGA.

	Text (HALAMAN JUDUL) 1. HALAMAN JUDUL.pdf Download (297kB)
	Text (RINGKASAN) 2. RINGKASAN.pdf Download (33kB)
	Text (DAFTAR ISI) 3. DAFTAR ISI.pdf Download (69kB)
	Text (BAB I) 4. BAB I PENDAHULUAN.pdf Download (36kB)
	Text (BAB II) 5. BAB II INJAUAN PUSTAKA.pdf Restricted to Registered users only until 6 April 2024. Download (96kB) | Request a copy
	Text (BAB III) 6. BAB III KERANGKA KONSEPTUAL PENELITIAN.pdf Restricted to Registered users only until 6 April 2024. Download (39kB) | Request a copy
	Text (BAB 4) 7. BAB IV MATERI METODE.pdf Restricted to Registered users only until 6 April 2024. Download (84kB) | Request a copy
	Text (BAB V) 8. BAB V HASIL PENELITIAN.pdf Restricted to Registered users only until 6 April 2024. Download (100kB) | Request a copy
	Text (BAB VI) 9. BAB VI PEMBAHASAN.pdf Restricted to Registered users only until 6 April 2024. Download (74kB) | Request a copy
	Text (BAB VII) 10. BAB VII PENUTUP.pdf Restricted to Registered users only until 6 April 2024. Download (34kB) | Request a copy
	Text (DAFTAR PUSTAKA) 11. DAFTAR PUSTAKA.pdf Download (61kB)
	Text (LAMPIRAN) 12. LAMPIRAN.pdf Restricted to Registered users only until 6 April 2024. Download (33kB) | Request a copy
	Text (PERMOHONAN EMBARGO) 13. PERMOHONAN EMBARGO.pdf Restricted to Registered users only Download (202kB) | Request a copy

Abstract

The Veterinary Teaching Hospital of Airlangga University is one of the providers of animal health services in Surabaya. The availability of health services that are equitable, have a good quality, and oriented to the satisfaction of animal owners are demands that must be met. The determinant of service quality at Veterinary Teaching Hospital of Airlangga University can be done by using performance analysis. The method used to analyze the performance is the Balanced Scorecard method. Therefore, it is necessary to conduct research to determine whether there is a contribution of the Balanced Scorecard method to improving performance at the Veterinary Teaching Hospital of Airlangga University. The purpose of this study is to determine these contributions in the fields of finance; customer satisfaction; internal business; learning and growth. This research is descriptive research by applying questionnaire technique, documentation and interview. The data analysis used in this research is the Balanced Scorecard matrix including PLS and AVE. The results of this study indicate that the Balanced Scorecard method contributes to increased performance at the Veterinary Teaching Hospital of Airlangga University with a decrease of 1.198% in the percentage of economic growth in 2018 and an increase in operational expenditure of 19.86% (financial perspective); an increase in the number of inpatients (2.9%), XRAY (4.92%) and USG (39.44%) (customer perspective); the increase in scoring of BOR (19.7%), ALOS (25 days) and BTO (10.6 times) (internal business process perspective); increasing of employee (30%) (growth learning perspective).

Actions (login required)

View Item