Measuring the Banking Performance Based on Balanced Scorecard for Conventional (State) Banks in Indonesia

Amrizal Mohammad Sumun, Zurina Shafii, Nurul Aini Mohamed


This study, we measured of banking performance based on four perspectives  balanced scorecard namely job satisfaction, internal business process, customer satisfaction and financial, where each variable is affected by the five indicators as follows: (1) Job satisfaction is affected by indicator achievement, recognition, work It’s self, responsibility and advancement. (2) Internal business process is affected by the operating indicator of queuing systems, speed and responsiveness staff, staff skills and competence, customer complaints and self services technology. (3) Customer satisfaction is influenced by the indicator tangible, reliability, responsiveness, assurance, and empathy. (4) Perspective financial consists of capital adequacy ratio, productive asset quality, earnings, liquidity and sensitivity. Research result the performance of conventional bank as follows: Firstly, partially that job satisfaction, internal business process and customer satisfaction has a very strong relationship and its positive direction. Secondly, conventional bank simultaneously is proven a significant relationship between the variables of job satisfaction, internal business process and customer satisfaction towards financial perspective. Structure Equation Model (SEM) was obtained as follows: financial = 0,308 JS + 0,519 IBP + 0,197 CS.

Keywords: Balanced scorecard, State Banks , Performance

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