PENGUKURAN KINERJA PT BANK BENGKULU DENGAN PENDEKATAN BALANCED SCORECARD

This research aims to measure the performance of PT Bank Bengkulu when measured using the balanced scorecard concept is composed from a financial perspective, customer perspective, internal business process perspective and learning and growth perspective. This research is a descriptive research that did measure the performeance of PT Bank Bengkulu from financial perspective, customer perspective, internal process business perspective, and growth and learning perspective. To analyze the financial perspective using secondary data, using corporate data and calculation of a questionnaire to analyze the customer’s perspective and perspective growth and learning, and conduct interviews to the division of planning and development as well as the observation time of surgery to analyze the internal business process perspective. From the result of measurements that have been made known that the performance of PT Bank Bengkulu from financial perspective measured by financial ratio, namely ROA, LDR, and BOPO still in the ideal category, measured customer perspective of market share has increased from previous years, customers acquisition also increased from the previous year and achieve customers satisfaction category fairly satisfied/fairly good, internal business internal process perspective is measured from the process of innovation has increased from the previous year, but from the side of the operation shows the level of PT Bank Bengkulu in the process is less efficient operations. And last of growth and learning perspektif obtained result have increased the level of employee training from the previous year and reached the category of employee satisfactionare quite satisfied/fairly good