Government performance evaluation using a balanced scorecard with a fuzzy linguistic scale

Jerry Chun-Teh Wu, Hsien-Tang Tsai, Meng-Hsun Shih and Hwai-Hui Fu

The Service Industries Journal, 2008, vol. 30, issue 3, 449-462

Abstract: An efficient performance measurement system is essential for controlling, monitoring and improving service quality in governmental organisations. In this study, a new ‘government performance evaluating (GPE) procedure’ using a balanced scorecard structure integrated with a fuzzy linguistic scale is proposed for measuring and improving public service. The GPE procedure contributes the following: (1) integration of financial, citizen service and internal work processes as well as learning and growth perspectives in the evaluation procedure; (2) use of a fuzzy linguistic scale to convert the subjective cognition of managers into an information entity and (3) confirmation of improvement.

Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:30:y:2008:i:3:p:449-462

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DOI: 10.1080/02642060802248017

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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