Influence of Balanced Scorecard in Quality Service Provision: Experience from Selected Public Organizations in Tanzania

Authors : Adolar Beatus Duwe; Felician Barongo

Volume/Issue : Volume 8 - 2023, Issue 10 - October

Google Scholar :

Scribd :


The article examined the ability of balanced scorecard (BSC) performance management system to influence the quality of service provision experienced in selected public organizations in Tanzania, namely; Tanzania Revenue Authority, Tanzania National Electric Supply Company, National Social Security Fund and Medical Store Department. Both theoretical and empirical writings were reviewed. The study used participatory action research and survey research design. It applied both qualitative and quantitative research approaches. Data was collected through interviews and documentary reviews. Data validity and reliability were done through pretesting of data collection instruments. The findings revealed that the BSC has great influence to employees in providing quality services. Further, the findings indicated that Balanced Scorecard had great influence as it brought better results and motivated employees. Therefore, the study concludes that there is direct relationship between balanced scorecard performance management system and the quality of service provision.

Keywords : Balanced Scorecard, Performance Management System, Public Organizations, Open Performance Review and Appraisal System (OPRAS).


Paper Submission Last Date
31 - December - 2023

Paper Review Notification
In 1-2 Days

Paper Publishing
In 2-3 Days

Video Explanation for Published paper

Never miss an update from Papermashup

Get notified about the latest tutorials and downloads.

Subscribe by Email

Get alerts directly into your inbox after each post and stay updated.

Subscribe by RSS

Add our RSS to your feedreader to get regular updates from us.