IMPLEMENTASI BALANCED SCORECARD DALAM MENINGKATKAN KEPUASAN PELANGGAN PADA PT TELKOM INDONESIA (PERSERO) TBK
Published 2025-12-10
Keywords
- Balanced Scorecard,
- customer satisfaction,
- company performance,
- PT Telkom Indonesia,
- service quality
How to Cite
Abstract
This study aims to analyze the implementation of the Balanced Scorecard (BSC) in enhancing customer satisfaction at PT Telkom Indonesia (Persero) Tbk. The Balanced Scorecard is used as a performance measurement tool encompassing four main perspectives: financial, customer, internal business processes, and learning and growth. Using a qualitative descriptive approach, data was collected from company documentation, performance reports, and relevant literature studies. The results indicate that the implementation of BSC provides a more comprehensive and measurable overview of performance, thereby helping the company formulate strategies to improve service quality more effectively. The customer perspective is the primary focus, with indicators such as loyalty level, service quality, and response speed. The findings show an improvement in customer satisfaction as a result of enhanced internal processes and increased human resource competence. Overall, the implementation of the Balanced Scorecard at PT Telkom Indonesia proves to play a crucial role in supporting the achievement of strategic objectives and improving service quality to customers.
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