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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.
