The 2015 International Conference of Management Sciences ICoMS 2015, April 23, UMY, Indonesia 171
1 For hospital
The results of this study are expected to used as consideration to formulate future strategies and service
improvement.
2 For researchers
Can expand knowledge in the field of public sector accounting, especially regarding the performance of a
hospital that uses the Balanced Scorcard method.
3 For academics and readers
Expected to increase the repertoire of the library with additional
references for
further research
on performance appraisal using the Balanced Scorcard
through quality public services and Good Public Governance.
5. Review of Literature
a.
Understanding Public Service Quality
Understanding the quality of public services is the extent to which a public facility public in providing
services to the public. The government is required to provide quality public services, relationships with
service quality expressed by Sampara Lukman, 2000 that: The quality of service is a service provided to the
customer in accordance with the standards of service that has been standardized as a guide in providing
services. The standard of service is a measure that has been determined as a standardization of good service .
As for the opinion of Parasuraman, et al. 1988 suggested five principles of public service so that
service quality can be achieved, namely:
1. Direct evidence tangibles, including physical
facilities, equipment and means of communication employees.
2. Reliability reliability, the ability to provide the
promised service with immediate, accurate, and satisfying.
3. Responsiveness resposiveness, namely the desire
of the staff to help customers and provide service with a response.
4. Warranty assurance, covers the knowledge, ability,
courtesy, and trustworthy that of the staff, free from danger, risk or doubt.
5. Empathy empathy, include the ease of having good
communication, personal attention, and understand the needs of customers.
b. Definition of Good Publick Governance GPG
Good Public Governance good governance is a conception of democratic governance clean, and
effective in accordance with the ideals of the formation of a civil society. According to the World Bank, 1994
good public governance in a free translation is the apparatus of government or government bureaucracy
professional. There are five main characteristics or principles that
must be met by a bureaucracy or government personnel to be called as a good public governance or public good
government, namely:
1. Accountability accountability, many who perceive
it as an obligation to account. 2.
Openness and
transparency openness
and transparency
3. Adherence to the rule of law.
4. A strong commitment to work for the interests of the
nation, and not in group or private. 5.
Commitment to engage and provide an opportunity for the public to participate in development.
c. Definition of Balanced Scorecard
Balanced Scorcard is a system, method and performance management tools that are used to measure, assess and
record the results of the performance of a company or organization to see four perspectives: financial
perspective, customer, internal business processes and learning growth. Basically there are four perspectives
are measured using the Balanced Scorcard the financial perspective financial perspektive, the perspective of
the customer customer perspektive, internal business process perspective the internal business process
perspecktive, learning and growth perspective learning and growth perspective.
d. Hospital Definition
According to Minister of Health of the Republic of Indonesia No. 983 Menkes SK XI 1992, the
hospital is a unit that has a regular organization, the prevention and cure of disease, improvement and
restoration of the patients health conducted by various groups of multidisciplinary professionals educated and
trained, the use of infrastructure and physical facilities. Hospitals that provide health services that are basic,
specialist, and subspesialistic called public hospitals.
e. Understanding the Local Public Service Board
