Analysis of Balanced Scorecard Dimensions on the Performance of Public Service Agencies through Competitive Advantage

Abstract

The purpose of this study is to determine the influence of the balanced scorecard dimension including financial perspective, customer perspective, internal business process perspective, learning perspective and growth perspective on the performance of public service agencies through competitive advantages at the Mardi Waluyo Regional General Hospital, Blitar City. This study uses a quantitative method. The determination of the sample was carried out using the purposive sampling technique so that a research sample of 100 public service employees was obtained at the Mardi Waluyo Regional General Hospital, Blitar City. The data collection technique used by the researcher is a questionnaire. The data analysis method used is path analysis. The results of the study prove that the balanced scorecard dimension consists of a financial perspective, a customer perspective, an internal business process perspective, a learning and growth perspective that has a significant effect on competitive advantage. The balanced scorecard dimension consists of a financial perspective, a customer perspective, an internal business process perspective, a learning and growth perspective that has a significant effect on the performance of public service agencies. Competitive advantage has a significant effect on the performance of public service agencies. The balanced scorecard dimension consists of a financial perspective, a customer perspective, an internal business process perspective, a learning and growth perspective that affects the performance of public service agencies through competitive advantage.