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HUBUNGAN PENERAPAN BALANCED SCORECARD PERSPEKTIF PELANGGAN DENGAN EFEKTIVITAS KINERJA PERUSAHAAN PADA PT. PLN (PERSERO)

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This research is done to know the implementation of Balanced Scorecard customer perspective to company's performance effectiveness, and to know the relationship of Balanced Scorecard customer perspective to company performance effectiveness at PT. PLN ( Persero) Bandung. Research method applied is descriptive method, that is collects, analyses, and processes data based on real situation and finally concluded. Primary data is obtained through interview and distribution of questionnaire to respondent. Secondary data were obtained through documentation study. Statistical tools used are Likert scale, ttes with o:0,05. Based on the research Balanc€d Scorecard customer penpective is implemented through the supewision of every supervisor assigned to every level, like repair of damage electricity, electrical installation, and electrical account pay box. In this case company could increase company performance effectiveness every year, as seen on the result of appraisal performance for customer perspective with an average effectiveness level of96 % in the year 2008. Based on the result of statistical calculation using conelation rank spearmaq it is tnown that (rs):0,72. This indicatcs that the relation of implementation of Balanced Scorecard customer perspective with company performance effectiveness at PT. PLN (Penero) is positive and strong. From the result of hypothesis, tc.t*t tua nluc < tcritical .,.u tlrat is l,7}l < 5,486, thus the it is significant relation and Ho is re1ecte4 it means that Balanced Scorecard customer perspective plays a role in increasing companies performance effectiveness Coefficient determination (Kd) 51,84 %, which means that 51,84% contributes to the change at comp.rny performance effectiveness and the remains 48,16 is caused by other factor. I