This research was conducted with a main objective to analyze the performance of Citi Trans Travel Company in Bandung by using the Balanced Scorecard concept. Balanced Scorecard-based performance appraisal is basically a performance evaluation using an integrated four main perspectives, namely financial perspective, customer perspective, internal business process perspective, and learning and growth perspectives.

The research method used in this research was the case study with the type of research was descriptive analytic study. Object taken in this research was Citi Trans Travel Company in the city of Bandung. Data used both primary and secondary data. The population of this research was all leaders and employees of Citi Trans Bandung. Whereas technique sampling used was purposive sampling technique, which was sample taken based on the consideration of the parties that know best about this topic of research, those are 11 persons from the management and from 4 persons from the employees, thus in total was 15 persons. For the validity of the data, this study used triangulation techniques, both sources and data collection techniques.

The conclusion of performance appraisal of Citi Trans based on Balanced Scorecard which measured by 4 dimensions was all those 4 dimensions were on “Good” categorize, with the highest total of score was Customer Dimension, and the lowest total of score was Financial Dimension. This showed us that Citi Trans had put the customer satisfaction as their company main priority. However Citi Trans needed put more attention on their level of cost efficiency without sacrificed their product or service quality.