Jurnal Keuangan dan Perbankan Universitas Merdeka Malang
Digital Banking Balanced Scorecard

Jurnal Keuangan dan Perbankan Universitas Merdeka Malang
Digital Banking Balanced Scorecard

Balanced scorecard, bank performance, banking digitalization.

Technological developments change the characteristics of customers and banking business processes. This is a challenge for banks to continue to serve customers with excellence. This phenomenon certainly has an impact on banking performance. In order for bank operations to continue running, leaders need to analyze performance for strategic decision making. Therefore, proper measurement or indicators of banking performance are needed. The purpose of this study is to find the right banking performance indicators by developing the concept of a balanced scorecard. The research method used is literature review and measurement quality testing through validity and reliability tests using SmartPLS 3.0. This study resulted in 21 indicators called Digital Banking Balanced Scorecard. The contribution of this research are (1) the development of the balanced scorecard concept which has four perspective and 21 indicators, (2) banks can use the Digital Banking Balanced Scorecard measurement to measure their performance, especially banks that have implemented banking digitalization, (3) further researchers can use this as a reference indicator of banking performance variables.

Diana Frederica, Yvonne Augustine

DOI : 10.26905/jdkp.v26i3.7940

Universitas Merdeka Malang

July 2022

Sri Wahyuni

ISSN: 2443-2687 (Online) ISSN: 1410-8089 (Print)

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Jurnal Keuangan dan Perbankan Universitas Merdeka Malang