Authors :
Adolar Beatus Duwe; Felician Barongo
Volume/Issue :
Volume 8 - 2023, Issue 10 - October
Google Scholar :
https://tinyurl.com/mrmwx3ak
Scribd :
https://tinyurl.com/v4xk2v2c
DOI :
https://doi.org/10.5281/zenodo.10053978
Abstract :
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).
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).
