Title: Prioritizing Evaluation Indicators of Performance of Financial Institutes based on the Balanced Score card (BSC) from Customers' Point of View
Abstract: Today, organizations are operating in a highly competitive and dynamic environment. Organizations must continually apply methods and models for assessing and improving their performance and current activities, in order to determine their current position and survive and progress in today's competitive world. Performance evaluation shows efficiency of organization's activities and programs. Applying performance measurement correctly and successfully is an unavoidable necessity to understand the effectiveness and efficiency of programs and processes. The balanced Score card is one of the most important tools to evaluate performance evaluation. There has been widely accepted that progress of financial services in institutions including in performance evaluation from viewpoint of banks' consumers have a special place in economic development. The purpose of the research is to prioritize factors affecting BSC in Iran Melli Bank. The present research is research-applicable objectively and it is a survey type in terms of data collection method. In the research, questionnaires and Cronbach's alpha coefficient were used collect data and to assess reliability of variables respectively. There were used SPSS software and Friedman Rank Test to analyze data and test the research hypotheses. The research results showed that quality of the provided service and maintaining clients have the highest and lowest ranking respectively among BSC indicators from perspective of customers in Iran Melli Bank.
Publication Year: 2016
Publication Date: 2016-01-01
Language: en
Type: article
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Cited By Count: 1
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