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

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