Multidimensional Performance Evaluation of Urangagung Public Health Center Using Balanced Scorecard
DOI:
https://doi.org/10.33506/mt.v12i2.5620Keywords:
Analytical Herarchy Process, Balanced Scorecard, Objective Matrix, Public health center performance evaluation, Traffic Light SystemAbstract
Performance measurement in primary healthcare centers requires a multidimensional approach because service performance is not determined solely by administrative and financial achievements, but also by patient experience, internal process quality, and organizational learning capacity. This study aims to design and evaluate a healthcare service performance measurement system at Urangagung Public Health Center by integrating the Balanced Scorecard, Analytical Hierarchy Process, Objective Matrix, and Traffic Light System. A quantitative descriptive approach with a case study design was employed. Data were collected through interviews, questionnaires, observation, and documentation involving eight internal informants. The performance measurement system was developed using four Balanced Scorecard perspectives and 18 key performance indicators. The weighting results show that the customer perspective had the highest priority, with a weight of 0.46, followed by internal business processes at 0.24, finance at 0.19, and learning and growth at 0.11. The performance measurement results show scores of 85.00 for finance, 92.50 for customer, 87.14 for internal business processes, and 93.33 for learning and growth, with an overall average score of 89.49. The Traffic Light System evaluation indicates that most indicators were classified as green, while the financial and internal business process perspectives each had one yellow indicator. These findings indicate that Urangagung Public Health Center achieved good overall performance but still requires improvements in financial accountability, internal process quality, risk management, infrastructure, and human resource development.
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