Analisis Pengukuran Kepuasan Pelanggan PT. Indofood Dengan Menggunakan Balanced Scorecard (Bsc) Berdasarkan Perspektif Pelanggan

Abstract

An organization which operates a business, needs to implement strategies to be able to achieve the company goals, and to create an organization that is in accordance to the developing generation, directed, long-living, and efficient. For this reason, companies need to have good human resources to be able to manage, and create good company progress. To find out if the human resource is reliable, the company must take measurements. One of the measurements that can be used is the Balanced Scorecard (BSC) measurement method. The Balanced Scorecard is a method of measuring through four perspectives, namely through a financial perspective, a customer perspective, an internal business perspective, and a learning and growth perspective. In this article, it will be focusing through the customer perspective, the aim is to find out the customer's view of the company in detail, so that the company can improve the existing quality, and innovate to meet consumer needs. Thus, companies can continue to adapt their products to the current world developments, improving and having a competitive edge with similar companies.