Effects of balanced scorecard on performance of firms in the service sector

Article

Kairu, Esther W., Wafula, Moses O., Okaka, Ochieng, Odera, Odhiambo and Akerele, Emmanuel Kayode. 2013. "Effects of balanced scorecard on performance of firms in the service sector." European Journal of Business and Management. 5 (9), pp. 81-88.
Article Title

Effects of balanced scorecard on performance of firms in the service sector

Article CategoryArticle
AuthorsKairu, Esther W. (Author), Wafula, Moses O. (Author), Okaka, Ochieng (Author), Odera, Odhiambo (Author) and Akerele, Emmanuel Kayode (Author)
Journal TitleEuropean Journal of Business and Management
Journal Citation5 (9), pp. 81-88
Number of Pages8
Year2013
Place of PublicationNew York, NY. United States
Web Address (URL)http://www.iiste.org/Journals/index.php/EJBM/article/view/5127/5208
Abstract

This study sought to establish the effects of the Balanced Scorecard (BSC) on performance of firms in the service
sector. The study location was in Kakamega Municipality, Kenya and a survey research design involving 200 service
providing firms was utilized. Stratified random sampling procedure was adopted with the strata organized based on the
nature of services offered. After the stratification,simple random sampling was utilized to select the respondent firms. Semi-structured questionnaires were employed to collect primary data which were analyzed through descriptive statistics. The study revealed that non-financial criteria are as important as financial criteria in measurement systems and when both measures are integrated in the system, they lead to superior results.

Keywordsbalanced scorecard; firm performance; service sector
ANZSRC Field of Research 2020350105. Management accounting
350709. Organisation and management theory
359999. Other commerce, management, tourism and services not elsewhere classified
Byline AffiliationsMasinde Muliro University of Science and Technology, Kenya
University of Science and Technology, Kenya
School of Accounting, Economics and Finance
University of Lagos, Nigeria
Institution of OriginUniversity of Southern Queensland
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