Institutional Repository | Satya Wacana Christian University: Pilihan Indikator Kinerja Kunci Armada Town Square Magelang dalam Perspektif Balance Scorecard

ABSTRACT
The aim of this research is to find the key
performance indicators at Armada Town Square
Magelang. This study is necessary because there are
flaws in the measurement of performance which is now
more measured through financial historical data.
Theoretical perspective used balance scorecard.
Research strategies using case studies. The research
used qualitative and quantitative datas. Methods of
collecting data through interviews, observation, and
study documents. Key performance indicators for
Armada Town Square Magelang on the financial
perspective is the Return On Investment (ROI), revenue
growth rate, decreased costs. At the customer's
perspective is the number of new customers, customer
loyalty, frequency of good coverage by the media. In the
process perspective, the indicator is the amount of
participation in community activities, response time
and quality of the guest or tenant’s requisition, the
number of visitors or tenant complaints, the number of
new services. In the learning and growth perspective is

adequate salary and rewards, level of education and
experience, employee turnover ratio, the level of
employee satisfaction, and implementation of training.
Keywords: balance scorecard,
performance indicators

v

performance,

key