Performance Management in Universitas Brawijaya Hospital in Pandemic Era: A Balanced Scorecard Approach

The COVID-19 pandemic has changed health services to become more responsive. Hospitals must develop their capacity to improve organizational sustainability during the COVID-19 pandemic. The Balanced Scorecard (BSC) is a performance management measurement tool that analyses performance both the financial sector, customer preferences, internal business processes, and learning and growth. The purpose of this study is to measure hospital performance using the Balanced Scorecard (BSC) on the sustainability of Universitas Brawijaya Hospital (UBH) during a pandemic. The research method uses a quantitative approach. The variables in this study are divided into independent variable: Balanced Scorecard (X), which consists of a financial perspective (X1); a public sector perspective (X2); an internal business perspective (X3); and a growth and learning perspective (X3). Furthermore, the dependent variable is organizational sustainability (Y). Data processing will use SEM (Structural Equation Modeling) analysis with statistical tests using SMART PLS (Partial Least Square). The results of the study show that the Balance Scorecard (X) indicator partially which consists of the financial, the customer, the internal business, and growth and learning perspective has a positive effect on the sustainability of UBH. All of the balanced scorecard indicators simultaneously influence the sustainability of UBH.