The 2015 International Conference of Management Sciences ICoMS 2015, April 23, UMY, Indonesia 169
KEY SUCCES FACTOR
KINERJA
BALANCED SCORCARD:
EFFECT OF PUBLIC SERVICE QUALITY AND GOOD GOVERNANCE ON THE PERFORMANCE OF PUBLIC GENERAL HOSPITAL OF CILACAP
Survey in Cilacap District General Hospital Nurlia Ulfa Laely, Bambang Jatmiko, Kholifah Fil Ardhi
Universitas Muhammadiyah Yogyakarta, Indonesia
ABSTRACT
The purpose of this research are to study and analyze the influence quality of public services and good public governance with respect to the performance of regional general hospital Cilacap. Subject in this research are patients
and employees at the district general hospital Cilacap. The methode of this research is quantitative analysis. The kind of data that used in this research is primary data. The primary data was obtained by filling out the questionnaire by the
respondents. The total sample patient in this research is 71 respondents and total sample employees is 71 respondents. So, the total of sample is 142 respondents. Respondents of patient selected using sampling incidental and employees
selected using simple random sampling. The tool of analyze this research is software SPSS 15 for windows. The method of analysis the data used was regression and correlations. The result on this research and hypothesis testing show that:
there is a positive influence and significant between the quality of public services on the performance of hospital, there is a positive influence and significant between good public governance on the performance of hospital, there is a
positive correlation between the quality of public services with good public governance, there is a positive influence and significant between the quality of public service and good public governance jointly on the performance of hospital.
Keywords
:
performance balanced scorcard, the quality of public services, good public governance.
1
ICMSDM-TW.
1. BACKGROUND
Today, public organizations are located in the transition from the era of global competition leading to the era of
competition information.
Public organizations
increasingly required to provide services in a professional, like business organizations, although the
orientation of public organizations remain non¬profit. Regional General Hospital RSUD is one of the local
government agencies engaged in the public sector in terms of health services. Regional autonomy in
Indonesia, which began in 1988 on the basis of Law No. 22 Year 1999 on Regional Government and Law No. 25
of 1999 on the balance between the Central Government and the Regions, later amended by Act No. 32 of 2004
and Act No. 33 of 2004, made a fundamental change in the system of local governance and local revenue source
management system. Public organizations should also start to realize and more attention to the importance of
performance measurement, as a means to monitor the skills and behaviors apparatus Suharsono, 2005 in
Suwardika 2011.
Cilacap District Hospital is a hospital that has changed its status to BLUD and continues to strive to improve
both quality of service and hospital facilities. Hospital Cilacap is established in 1946 which are nominally set
by Act No. 17 of 1950 on the establishment of a small town areas within the province of Central Java. Cilacap
General Hospital is type B. Type B Hospital is a hospital that can provide limited medical specialists and
subspecialists.
Cilacap General Hospital business activities are financial and non-financial priority to the best health
care for the society. In an environment that is increasingly filled with competition, the hospital should
be more aware of the need to provide the best quality service for its customers. Quality of service is defined as
the difference between customer expectations with reality taken Parasuraman et al., 1985 in Setyaningsih
2013. Viewed from the perspective of non-financial, public organizations must be able to provide adequate
services for the society. It is necessary for innovation in the service system, increase employee competencies, a
strong commitment to increased productivity and improved public service facilities. It is expected the
public will be more satisfied with the services provided. In addition to problems of quality of public services, the
demands of society public today is the implementation and the creation of public sector institutions are good
public and corporate governance Mardiasmo, 2004: 17 in Prasetyono and Kompyurini 2007. The point is that
general hospitals as public sector organizations in the management has also to do with transparency and public
accountability. However, the management of general hospitals is not in accordance with the expectations of
The 2015 International Conference of Management Sciences ICoMS 2015, April 23, UMY, Indonesia 170
society. Society has not received optimal health care from hospitals as well as transparency and low public
accountability. This condition occurs because of good public governance unimplemented optimally. This is in
line with research conducted by Boz Allen, 1990 in Prasetyono and Kompyurini 2007, that Indonesia is a
country that implementation of good public governance of its lowest. Therefore, in an effort to improve the
performance of organizations, hospitals management needs to rethink the planning, control, and making the
right decision.
General district hospital as one of the government agencies should be able to give an account both
financial and non-financial to the local government and the community as a service user. Hence the need for a
performance measurement that includes all aspects. Performance measurement is one factor that is essential
for an organization Ulum, 2009 in Andranik 2008. Balanced Measurement scorcard is the right choice for
measuring the performance of both financial and non financial aspects. Therefore, Balanced scorecard
assessed appropriate for public sector organizations. This is consistent with the objectives of public
organizations that put services tend to be qualitative and nonfinancial as a top priority Mahmudi, 2007 in
Suwardika 2011. The concept of the balanced scorecard developed by Kaplan and Norton 2000 in
Trihastuti 2011 is one method of measuring performance by incorporating therein the four aspects,
namely: Financial perspective Financial Perspective, Customer perspective Customer Perspective, internal
business process perspective Perspective Internal Business processes, learning and growth perspective
learning and growth Perspective.
There are some problems that occur in Cilacap General Hospital, particularly on the subject of existing services
at the hospital. Problems that occur Cilacap General Hospital include:
a. The slow pace of medical and administrative
services to have to queue for hours. b.
The number of patients who can not be accommodated in particular patients with grade III
even be willing to stay in the halls between rooms. c.
Lack of cleanliness, noisy atmosphere that does not support the healing process, as well as the
prevalence of patients visitors of contracting infectious diseases increases.
d. Workforce has not met the minimum service
standards SPM. Though good hospital was based on Law No. 44 of
2009 on the hospital, article 29 paragraph 1 says that every hospital has the obligation to provide health care
and provide a means for poor people poor. While Article 32 concerning the rights of patients, it is said
that every patient has the right to obtain an effective and efficient services so that patients avoid physical and
material losses, and article 11 2 of the infrastructure of the hospital, said that the hospital infrastructure must
meet the standards of service , safety, and occupational health and safety organization of the hospital.
Based on the above, the researcher is interested to take the title Key Success Factor Scorcard Balanced
Performance: Effects of Public Service and Good Quality of Public Governance Performance Against
Cilacap District General Hospital Survey in Cilacap District General Hospital.
2. Problem Formulation
