Performance Measurement of the Business Process Outsourcing Sector in Kenya: Balance Scorecard Approach

Chege Purity Nyambura, Jesse Maina Kinyua and Kirema Nkanata Mburugu
Additional contact information
Chege Purity Nyambura: Postgraduate student, School of Business and Economics, University of Embu, Kenya
Jesse Maina Kinyua: Lecture, School of Business and Economics, University of Embu, Kenya
Kirema Nkanata Mburugu: Lecturer, School of Agriculture, University of Embu, Kenya

The Journal of Social Sciences Research, 2020, vol. 6, issue 11, 962-968

Abstract: The aim of this study is to investigate the performance measurement of the business process outsourcing sector in Kenya using the balanced scorecard approach. The components of the approach include financial, internal processes, customers, learning and growth. The study was carried out in all the registered business process outsourcing companies in Kenya and questionnaires administered to the marketing managers of the respective companies. To analyze data, descriptive statistics and Kruskal Wallis Test were used. Descriptive statistics was used to ascertain the view of the performance of the sector by use of means and standard deviations. Kruskal Wallis Test was used to obtain the perception of the respondents on the use of the four balanced scorecard perspectives in their companies. The study established that the business process outsourcing sector in Kenya used the balanced scorecard that included both financial and non- financial measures. However, they tended to lean more on the use of financial measures. This paper, therefore, recommends the use of non- financial measures to measure performance too.

Keywords: Performance measurement; Balanced scorecard; Performance; Business process outsourcing; Kenya. (search for similar items in EconPapers)
Date: 2020
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.arpgweb.com/pdf-files/jssr6(11)962-968.pdf (application/pdf)
https://www.arpgweb.com/journal/7/archive/11-2020/11/6 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:arp:tjssrr:2020:p:962-968

Access Statistics for this article

The Journal of Social Sciences Research is currently edited by Dr. Paola Magnano

More articles in The Journal of Social Sciences Research from Academic Research Publishing Group Rahim Yar Khan 64200, Punjab, Pakistan.
Bibliographic data for series maintained by Managing Editor ().