The Importance of Internal Business Processes

Oct 13, 2025 by wbrum.org 93 views

Introduction

In today's competitive business landscape, hotels in Medan are constantly seeking ways to improve their financial performance and stay ahead of the competition. One key area of focus is the internal business process, which plays a crucial role in determining the success of a hotel. The Balanced Scorecard (BSC) is a strategic measurement and management system that helps companies achieve their vision, mission, and goals by focusing on four main perspectives: finance, customers, internal business processes, and learning & growth. This study aims to analyze the effect of the internal business process perspective on financial performance, specifically Return on Investment (ROI), at five-star hotels in Medan.

The Importance of Internal Business Processes

The perspective of internal business processes in BSC focuses on measuring the efficiency and effectiveness of the company in producing goods and services. In this perspective, executive management identifies and harmonizes strategic initiatives, ensures business units provide added value, build customer loyalty, and meet financial advantages for shareholders. Effective internal business processes are essential for hotels to deliver high-quality services, increase customer satisfaction, and ultimately drive revenue growth.

Methodology

This study was conducted using a descriptive analysis method and involved 12 three and four-star hotel samples in Medan. Data was collected through questionnaires and interviews with hotel managers. The statistical method used to test hypotheses was Pearson correlation and linear regression.

Results

The results of this study showed that the hypothesis was accepted. There is a positive and significant influence between internal business processes, which include innovation, operating process, and after-sales, on return on investment. This indicates that hotel companies that have effective internal business processes tend to have a higher ROI.

Innovation: A Key Driver of ROI

Hotels that apply innovative strategies in products, services, or customers' experience tend to be more attractive to guests, increase satisfaction, and ultimately have a positive impact on ROI. For example, hotels can apply new technology in reservation services, implement attractive loyalty programs, or develop unique restaurant concepts.

Operating Process: Efficiency is Key

Efficiency in the operating process is very crucial in maximizing profits. Optimal management in the procurement of raw materials, human resource management, and control over operational costs will produce significant savings and increase ROI.

After-Sales: Building Customer Loyalty

Good after-sales service will build a positive image, encourage customer loyalty, and potentially increase sales in the future. This has a positive impact on increasing ROI.

Recommendations for Star Hotels in Medan

Based on the findings of this study, several recommendations are made for star hotels in Medan to improve ROI:

Strengthening innovation strategies: Hotels need to continue to innovate in customer products, services, and experience to maintain competitiveness and improve ROI.
Improve the efficiency of the operating process: Hotel managers need to actively optimize the operation process and look for opportunities for cost savings without sacrificing service quality.
Building a strong after-sales system: Hotels need to build a responsive and professional after-sales system to ensure customer satisfaction and their loyalty.

Conclusion

By understanding the close relationship between internal business processes and return on investment, hotels in Medan can maximize the potential of profit and achieve better business goals. Effective internal business processes are essential for hotels to deliver high-quality services, increase customer satisfaction, and ultimately drive revenue growth. By implementing innovative strategies, improving the efficiency of the operating process, and building a strong after-sales system, hotels in Medan can improve their ROI and stay competitive in the market.

Limitations of the Study

This study has several limitations. Firstly, the sample size was limited to 12 three and four-star hotel samples in Medan. Secondly, the study only focused on the internal business process perspective of the BSC. Future studies can explore other perspectives of the BSC and its impact on ROI.

Future Research Directions

Future research can explore the following directions:

Investigating the impact of other BSC perspectives on ROI: Future studies can explore the impact of other BSC perspectives, such as finance, customers, and learning & growth, on ROI.
Comparing the effectiveness of different internal business processes: Future studies can compare the effectiveness of different internal business processes, such as innovation, operating process, and after-sales, on ROI.
Investigating the impact of external factors on ROI: Future studies can investigate the impact of external factors, such as market trends, competition, and economic conditions, on ROI.

Q: What is the main objective of this study?

A: The main objective of this study is to analyze the effect of the internal business process perspective on financial performance, specifically Return on Investment (ROI), at five-star hotels in Medan.

Q: What is the Balanced Scorecard (BSC) and how does it relate to this study?

A: The Balanced Scorecard (BSC) is a strategic measurement and management system that helps companies achieve their vision, mission, and goals by focusing on four main perspectives: finance, customers, internal business processes, and learning & growth. In this study, the BSC is used to analyze the effect of the internal business process perspective on ROI.

Q: What are the key findings of this study?

A: The key findings of this study are:

There is a positive and significant influence between internal business processes, which include innovation, operating process, and after-sales, on return on investment.
Hotels that apply innovative strategies in products, services, or customers' experience tend to be more attractive to guests, increase satisfaction, and ultimately have a positive impact on ROI.
Efficiency in the operating process is very crucial in maximizing profits.
Good after-sales service will build a positive image, encourage customer loyalty, and potentially increase sales in the future.

Q: What are the recommendations for star hotels in Medan to improve ROI?

A: Based on the findings of this study, the following recommendations are made for star hotels in Medan to improve ROI:

Strengthening innovation strategies: Hotels need to continue to innovate in customer products, services, and experience to maintain competitiveness and improve ROI.
Improve the efficiency of the operating process: Hotel managers need to actively optimize the operation process and look for opportunities for cost savings without sacrificing service quality.
Building a strong after-sales system: Hotels need to build a responsive and professional after-sales system to ensure customer satisfaction and their loyalty.

Q: What are the limitations of this study?

A: This study has several limitations, including:

The sample size was limited to 12 three and four-star hotel samples in Medan.
The study only focused on the internal business process perspective of the BSC.

Q: What are the future research directions?

A: Future research can explore the following directions:

Investigating the impact of other BSC perspectives on ROI.
Comparing the effectiveness of different internal business processes on ROI.
Investigating the impact of external factors on ROI.

Q: What are the implications of this study for hotel managers?

A: The findings of this study have several implications for hotel managers, including:

The importance of innovation in customer products, services, and experience.
The need to improve the efficiency of the operating process.
The importance of building a strong after-sales system.

Q: What are the implications of this study for hotel owners?

A: The findings of this study have several implications for hotel owners, including:

The need to invest in innovation and technology to stay competitive.
The importance of improving the efficiency of the operating process to maximize profits.
The need to build a strong after-sales system to ensure customer satisfaction and loyalty.

By understanding the close relationship between internal business processes and return on investment, hotels in Medan can maximize the potential of profit and achieve better business goals.