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The Role of the Balanced Scorecard on Performance: Case Study of the Housing Bank for Trade and Finance

Author

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  • Sakhr Bani Khaled
  • Audeh Bani-Ahmad

Abstract

This study aimed at identifying the extent of the use of the balanced scorecard in the Housing Bank for Trade and Finance, as was laid out in the Bank's plans. Therefore, employee and customer surveys were conducted to study both the internal Perspectives of operations, growth, and learning, and to measure customer satisfaction with the bank's services. The study also conducted an analysis of the financial performance compared to the index of the industry related to the Jordanian banks. After analyzing the data and hypotheses, the study found that the use of the balanced scorecard came in line with its strategic plans, and the financial performance of the bank was superior to the banking sector. The study recommends an increased use of balanced scorecards in order to sustain customer satisfaction.

Suggested Citation

  • Sakhr Bani Khaled & Audeh Bani-Ahmad, 2019. "The Role of the Balanced Scorecard on Performance: Case Study of the Housing Bank for Trade and Finance," International Journal of Economics and Finance, Canadian Center of Science and Education, vol. 11(2), pages 17-26, February.
    • Handle: RePEc:ibn:ijefaa:v:11:y:2019:i:2:p:17-26
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    References listed on IDEAS

    as
    1. Lorenzo Lucianetti, 2010. "The impact of the strategy maps on balanced scorecard performance," International Journal of Business Performance Management, Inderscience Enterprises Ltd, vol. 12(1), pages 21-36.
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    More about this item

    Keywords

    balanced scorecard; the housing bank of trade and finance; strategy; performance;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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