PENGARUH SISTEM PENILAIAN KINERJA DAN INTELLECTUAL CAPITAL TERHADAP EFEKTIVITAS IMPLEMENTASI TOTAL PERFORMANCE SCORECARD DAN IMPLIKASINYA DALAM MENINGKATKAN KUALITAS JASA (Studi Pada Perbankan Syari’ah di Pulau Jawa)

Abstract

Improvement of service quality for banking institutions is one of the key factors
in the competition international in this globalization era Total Performance
Scorecard (TPS) is an approach to improvement the quality continually from
every business aspect and organization totality. In its application, TPS
implementation is affect another factors that is: intellectual capital and
performance appraisal performance to increase service quality and performance
of higher education. The purpose of this research are analyze and verify the
effect of performance appraisal system and intellectual capital toward total
performance scorecard and their implication of toward service quality at Islamic
banking in Indonesia. The type of this research is descriptive and verification,
while the method used both descriptive and verification survey. The data will be
analyzed by using descriptive analysis, simple regression and multiple
regression. The results indicate that: 1) performance appraisal system and
intellectual capital have significant effect toward implementation of total
performance scorecard, 2) implementation of total performance scorecard have
significant effect toward service quality at Islamic banking in Java,