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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