Performance Analysis of The Banco Nacional de Comércio de Timor-Leste (BNCTL) Based on The Balanced Scorecard

Abstract

This study aims to analyze the performance of Banco Nacional de Comércio de Timor-Leste (BNCTL) using the Balanced Scorecard approach, which comprises four perspectives: financial, customer, internal business process, and learning and growth. This research employed a descriptive research design with a quantitative approach. The data consisted of primary data collected through questionnaires and interviews, as well as secondary data obtained from BNCTL’s financial reports for the 2023–2025 period. The sample consisted of 100 respondents, including 50 BNCTL employees and 50 BNCTL customers. The sampling technique employed was simple random sampling. Data were analyzed using descriptive analysis, financial ratio analysis, scoring analysis, and validity and reliability tests assisted by SPSS. The results indicate that the financial perspective, measured using Return on Assets (ROA), decreased from 2.41% in 2023 to 2.35% in 2024 and 2.00% in 2025. The internal business process perspective achieved an average score of 79.60%, categorized as good. The learning and growth perspective obtained an average score of 85.90%, categorized as very good, while the customer perspective achieved an average score of 82.43%, categorized as good. Overall, BNCTL’s performance was categorized as good to very good. The learning and growth perspective demonstrated the highest performance achievement, whereas the declining ROA trend and relatively lower customer loyalty indicate areas requiring further improvement. These findings demonstrate that the Balanced Scorecard approach can serve as a comprehensive performance evaluation framework for BNCTL by integrating both financial and non-financial performance indicators.