ANALISIS PENERAPAN KONSEP BALANCED SCORECARD (BSC) SEBAGAI PENGUKUR KINERJA SUMBER DAYA MANUSIA (Studi Kasus Pada Bank BTN Kantor Cabang Syariah Bandung)

This research aims to determine the performance of BTN KCS Bandung using Balanced Scorecard. Balanced scorecard is one method of measuring the overall performance of the company, which describes the company’s vision and strategy into four perspectives; there are financial, customer, internal business process, and learning & growth perspective. Indicators used to measure the performance of financial perspective are profitability ratio, efficiency ratio, and liquidity ratio. Indicators used to measure the performance of customer perspective are customer satisfaction index, customer retention, and customer acquisition. Innovation and operation process are the indicators used to measure the performance of internal business process perspective. In totaling, indicators used to measure the performance of learning and growth perspective are employee satisfaction index, employee productivity, and employee retention. The result of research shows that performance of financial perspective, customer perspective, and internal business process perspective are still needs improvement. For that reason, the whole of performance of BTN KCS Bandung is passabl