Assessment of Organizational Performance with Balanced Scorecard Approach in the Era of the Covid 19 Pandemic at NTT Bank (Case study at Bank NTT in East Nusa Tenggara Region)

DOI

10.2991/assehr.k.220301.144How to use a DOI?

Keywords

Assessment; Financial Perspective; Customers; Internal Business Pross; Learning and Growth; Balanced Score Card; Bank NTT

Abstract

In the current era of the Covid -19 pandemic, the business world has experienced a decline at vital organizational performance points in the banking sector, resulting in increasingly competitive conditions of competition. The Covid-19 pandemic has forced individuals/groups/institutions/countries to change their lifestyle and behavior so far. If the individual/group/institution/state, does not make changes, then the changes will automatically crush them, without exception in the banking business sector. If the bank wants to get out of a slump, then the bank should not be able to use the old methods or ways of marketing its products and services. The Covid-19 outbreak has deconstructed the banking system/order that has been running so far.

In an effort to improve organizational performance, the alignment of organizational goals and the goals of each individual in the organization is important. In this regard, a performance appraisal system is needed that accurately describes the company’s performance conditions. The Balanced Scorecard is an alternative performance measurement that aims to combine financial and non-financial performance measures. This measurement is the result of a process based on the mission and strategy of a company. There are four aspects that are measured in the Balanced Scorecard (BSC), namely financial perspective, consumer perspective, internal business process perspective, growth and learning perspective. In this case, Bank NTT needs and must be able to develop its company.This study aims to conduct and see an overview of the overall organizational performance assessment using the Balanced Scorecard approach at Bank NTT. The types of data used for this research include primary and secondary data, both qualitative and quantitative with observation techniques, questionnaires and direct interviews. Meanwhile, secondary data was obtained from literature studies relevant to research from books, company data and other published data. The population in this study is the NTT Bank in the East Nusa Tenggara Region and the sample in this study is 4 branch offices of the NTT bank. with a Random Sample Sampling Technique with a simple random technique. Data Analysis Techniques in this study use descriptive qualitative and quantitative approaches with analysis of two approaches, namely for the assessment of the Financial perspective using the Balanced Scorecard using financial analysis tools, namely financial ratios ROA, BOPO, LDR and for non-financial aspects in the form of customer perspective, internal business processes. and learning and growth using the Pearson correlation technique approach with testing using the SPSS 18 technique. From the results of this study, it can be seen that the financial perspective, namely the value of Return on Assets (ROA), Operating Ratio (BOPO), is at the “Good” standard, experiencing an increase in cost effectiveness to achieve optimal profit while the LDR ratio is said to be “not good”. This is because it is triggered by the growth in credit distribution which is higher than the growth in the collection of deposits. The increasing of LDR caused due to the covid 19 pandemic. The customer's perspective can increase the market share, customer satisfaction produces a fairly good number while consumer profitability has decreased. The reason is because of the COVID-19 pandemic, so profits have decreased. The perspective of internal business processes using the NGR ratio is good, this shows an increase in the effectiveness, efficiency and accuracy of the transaction process while the AETR ratio is not good This means that there is an increase in administrative costs but not followed by an increase in revenue. This shows that the AETR of the NTT bank is not in the good position the cause is due to the covid 19 pandemic. The learning and growth perspective shows an increase in the percentage level of employee training, the level of employee satisfaction, while the measurement of employee productivity decreases. These results indicate that employees have experienced a decline in productivity in 2016. 2020 is due to the COVID-19 pandemic.

Copyright

© 2022 The Authors. Published by Atlantis Press SARL.

Open Access

This is an open access article under the CC BY-NC license.

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TY  - CONF
AU  - Deetje.W. Manuain
AU  - Nonce F. Tuati
AU  - Hapsa Usman
PY  - 2022
DA  - 2022/03/04
TI  - Assessment of Organizational Performance with Balanced Scorecard Approach in the Era of the Covid 19 Pandemic at NTT Bank (Case study at Bank NTT in East Nusa Tenggara Region)
BT  - Proceedings of the International Conference on Applied Science and Technology on Social Science 2021 (iCAST-SS 2021)
PB  - Atlantis Press
SP  - 875
EP  - 881
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.220301.144
DO  - 10.2991/assehr.k.220301.144
ID  - Manuain2022
ER  -