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

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

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.

Suggested Citation

  • Jerry Chun-Teh Wu & Hsien-Tang Tsai & Meng-Hsun Shih & Hwai-Hui Fu, 2008. "Government performance evaluation using a balanced scorecard with a fuzzy linguistic scale," The Service Industries Journal, Taylor & Francis Journals, vol. 30(3), pages 449-462, June.
    • Handle: RePEc:taf:servic:v:30:y:2008:i:3:p:449-462
    DOI: 10.1080/02642060802248017
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