Government performance evaluation using a balanced scorecard with a fuzzy linguistic scale |
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| Authors: | Jerry Chun-Teh Wu Meng-Hsun Shih Hwai-Hui Fu |
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| Institution: | 1. Department of International Business , Shih Chien University , Kaohsiung Campus, No. 200, University Road, Neimen , Kaohsiung County , 845 , Taiwan, Republic of China;2. Department of Business Administration , Shu-Te University , 50, Hun Shan Road, Yen Chau , Kaohsiung County , 82445 , Taiwan, Republic of China |
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| 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. |
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| Keywords: | balanced scorecard fuzzy linguistic scale government performance subjective cognition |
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