ANALISIS KINERJA PERUSAHAAN DENGAN PENDEKATAN BALANCED SCORECARD (Studi pada Hotel Xyz)

The purpose of this study was to analyze the performance of Hotel Xyz as measured using the balanced scorecard approach. This research uses a descriptive approach. The data collection techniques used were documentation and interviews. The data analysis technique used is the model of Miles and Huberman. The results showed several factors that become obstacles to the company's performance level, including: in the customer perspective, namely the difficulty of maintaining customer satisfaction and retention; in the perspective of internal business processes is the company's difficulty in adjusting the food desired by customers; in the perspective of growth and learning the company still needs to improve its treatment of employees so that employees feel comfortable; in the financial perspective the company needs to improve its performance so that the company's finances are always in good condition.