Service quality management applying the balanced scorecard: an exploratory study
International Journal of Commerce and Management
ISSN: 1056-9219
Article publication date: 26 June 2009
Abstract
Purpose
The purpose of this paper is to examine the role of the balanced scorecard methodology in web services quality. A balanced scorecard framework is developed for web services quality by identifying critical success factors that make up the business objectives, measures, targets, and initiatives.
Design/methodology/approach
The framework of web services quality applying the balanced scorecard methodology is developed by integrating the theory of balanced scorecard and web services. Then, case studies with two organizations in the agricultural industry are deployed to test the framework of the balanced scorecard.
Findings
The findings of the exploratory case studies suggest a cyclic process that was created with the use of the balanced scorecard approach to evaluate the quality of web services applications and in order to integrate quality and to provide a strategic map and indicate how information will be disseminated so that the potential use of web services can be attained.
Practical implications
The study contributes to practitioners as they will have a system which will provide them with timely, cost‐effective, scalable, manageable, and reliable feedback on their strategic performance. Further, the balanced scorecard gives a holistic view of the firms by simultaneously examining its performance from four perspectives; namely learning and growth, internal business processes, customer, and financial perspectives.
Originality/value
Unlike previous research that uses the balanced scorecard to measure the economic impact on the firm. This paper discusses the role of the balanced scorecard methodology in improving the service quality of firms using web services. Further, it provides lessons learned, as in measures that firms can be aware of in the quality of the services they provide.
Keywords
Citation
Ratnasingam, P. (2009), "Service quality management applying the balanced scorecard: an exploratory study", International Journal of Commerce and Management, Vol. 19 No. 2, pp. 127-136. https://doi.org/10.1108/10569210910967888
Publisher
:Emerald Group Publishing Limited
Copyright © 2009, Emerald Group Publishing Limited