Strategic Sustainable Safety Balanced Scorecard for Shopping Mall Operations

Shopping malls are public-facing commercial assets where visitor density, tenant diversity, ageing infrastructure, and outsourced operations create a complex safety governance challenge. This study develops a Strategic Sustainable Safety Balanced Scorecard for shopping mall operations, using Lippo Malls Indonesia as the case context. The model extends the conventional Balanced Scorecard by adding Safety and Sustainability as a fifth perspective to capture public safety, emergency resilience, critical system reliability, and social sustainability. A mixed-method design was applied through KPI dictionary validation, Analytic Hierarchy Process weighting, and Objective Matrix scoring. Eight head-office experts validated a 20-indicator KPI dictionary, while eight head-office and mall operation respondents provided weighting judgments. The validation result showed broad acceptance, with an overall mean of 3.275 and an agreement rate of 87.08%. Safety and Sustainability received the highest weight, followed by Internal Process. The Lippo Mall Kemang pilot produced a Safety Performance Index of 8.155, categorized as Green. The framework offers a practical portfolio-level tool for improving mall safety governance and prioritizing safety investment.