Analisis Kinerja Perusahaan dan Sumber Daya Manusia PT Global Jet Express Menggunakan Balanced Scorecard

Abstract

Penelitian ini bertujuan untuk menganalisis kinerja perusahaan dan sumber daya manusia di PT Global Jet Express menggunakan pendekatan Balanced Scorecard, yang mencakup perspektif keuangan, pelanggan, proses bisnis internal, serta pembelajaran dan pertumbuhan. Data diperoleh dari laporan keuangan tahun 2023–2024 dan kuesioner kepada 71 karyawan yang mewakili berbagai divisi, tingkatan jabatan, dan latar belakang pengalaman kerja. Hasil menunjukkan bahwa kinerja keuangan dan tingkat kepuasan pelanggan tergolong cukup baik, ditunjukkan oleh peningkatan pendapatan dan retensi pelanggan. Namun, ditemukan beberapa kelemahan dalam proses operasional dan aspek kepuasan karyawan, terutama pada indikator jaminan akhir masa kerja, beban kerja, dan peluang pengembangan karier. Permasalahan ini berpotensi memengaruhi motivasi kerja, loyalitas, produktivitas, dan kinerja perusahaan secara keseluruhan dalam jangka panjang.

This study aims to analyze the performance of the company and its human resources at PT Global Jet Express using the Balanced Scorecard approach, which includes the financial, customer, internal business process, and learning and growth perspectives. Data were obtained from the 2023–2024 financial reports and questionnaires completed by 71 employees representing various divisions, job levels, and work experience backgrounds. The results indicate that the company’s financial performance and customer satisfaction levels are relatively good, as evidenced by increased revenue and customer retention. However, several weaknesses were identified in operational processes and employee satisfaction, particularly in indicators such as end-of-employment benefits, workload, and career development opportunities. These issues have the potential to affect work motivation, loyalty, productivity, and the company’s overall long-term performance.