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Journal : SAINS MEDIKA : JURNAL KEDOKTERAN DAN KESEHATAN

Customers Perspective in Performance Assessment of Pharmacy Instillation of RSUD X with Balanced Scorecard Sulistyaningrum, Indriyati Hadi; Satibi, Satibi; Andayani, Tri Murti
Sains Medika : Jurnal Kedokteran dan Kesehatan Vol 5, No 2 (2013): July-December 2013
Publisher : Fakultas Kedokteran; Universitas Islam Sultan Agung (UNISSULA)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (828.638 KB) | DOI: 10.30659/sainsmed.v5i2.346

Abstract

Balanced Scorecard performance measurement (financial perspective, customer perspective, internal business perspective, and learning and growth perspective) offers a more thorough and comprehensive evaluation in a public organization such as a hospital. The object of this study was the Department of Pharmacy of RSUD X. This study was descriptive non-experimental. The data were obtained retrospectively and prospectively. The qualitative data were obtained through questionnaires. The quantitative data were obtained through direct observation, surveys. From the research using the Balanced Scorecard data gathering, it has been found that: performance customer perspective showed that the average patient satisfaction was 88% of patients. They were satisfied with the service of the Department of Pharmacy, and the average growth of customers has increased by 10% each month. In conclusions, the working performance of the department of pharmacy was included in a good criteria, with some suggestions and improvements that need to be taken into consideration.
Co-Authors Achmad Fudholi Achmad Purnomo Aditama, Hardika Ahmad Fudholi Ahmad, Atika Dalili Akhmad, Atika Dalili Ali Ghufron Mukti Amrin, Sumarti binti Amrullah, Hafizh Ansyori, Achmad Kadri Anwarudin, Wawang Apriyanti, Anna Azalea, Metty Azizah, Novianti Fatli Boku, Yuliana Chairun Wiedyaningsih Cholilah, Cholilah Daulay, Eliza Hanum Dewa Ayu Putu Satrya Dewi Djoko Wahyono Edi Prasetyo Nugroho Eko Nugroho Endang Yuniarti Erlianti, Karina Erwinayanti, Gusti Ayu Putu Sri Fatmawati, Ria Fasyah Fauziyah, Prabasiwi Nur Fauziyah, Rizza Feladita, Niken Fithria Dyah Ayu Suryanegara, Fithria Dyah Ayu Githa Fungie Galistiani Gozali, Mu’min Gunawan Pamudji Widodo Hartati Hartati Hartih, Nur Aeni Hendri, Doni Heru Sasongko Ibnu Gholib Gandjar Ika Ratna Hidayati Indarti, Titik Rahayu Indriyati Hadi Sulistyaningrum Istiqomah, Fatimah Nur Kaswindarti, Novita Kaswindiarti, Novita Kencanasari, Tiekha Kholid, Zakki Kusmini, Kusmini Kuswardhani Kuswardhani Lolok, Nike Herpianti Lukman Hakim M. Rifqi Rokhman Marchaban Marchaban, Marchaban Marhenta, Yogi Bhakti Marselin, Amanda Mawardani, Annisa Pungki Mulyaningsih, Rosita Munawaroh, Farida Munawaroh, Ni'matul Nanang Munif Yasin Oetari, Oetari Oviani, Gusti Ayu Pamudji, Gunawan Partini Partini, Partini Prabowo, Pulung Pramesti, Yenda Ayu Puspandari, Dyah Ayu Putu Yudhistira Budhi Setiawan Rina Handayani, Rina Rokhman, M Rifqi Saharuddin, Tria Saputra Santi, Nur Sarie, Lamlay Silvania, Arinda Sri Suryawati Sri Suwarni Suena, Ni Made Dharma Shantini Sumarni Sumarni Surlita, Herlin Suryagama, Digdo Suryani, Rofi'atun Susilo, Avrilya Iqoranny Sutriatmoko, Sutriatmoko Swastiandari, Gabriela Larasati Syahlani, Suci Paramithasari Tampa'i, Randy Taufiqurohman, Taufiqurohman Tommy Pratama, Tommy Tri Murti Andayani Tri Wijayanti Tuko, Eirene Copalcanty Wakhid Slamet Ciptono Wardani, P. E. Wardani, P.E. Widiastuti, Mentari Y.W., Vika Marin Yopi Rikmasari, Yopi Yosi Febrianti, Yosi