Performance evaluation of e-government services using balance scorecard : an empirical study in Jordan

Al-Hyari, Salah, Alazab, Moutaz, Venkatraman, Sitalakshmi, Alazab, Mamoun and Alazab, Ammar 2013, Performance evaluation of e-government services using balance scorecard : an empirical study in Jordan, Benchmarking : an international journal, vol. 20, no. 4, pp. 512-536, doi: 10.1108/BIJ-08-2011-0063.

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Title Performance evaluation of e-government services using balance scorecard : an empirical study in Jordan
Author(s) Al-Hyari, Salah
Alazab, Moutaz
Venkatraman, Sitalakshmi
Alazab, Mamoun
Alazab, Ammar
Journal name Benchmarking : an international journal
Volume number 20
Issue number 4
Start page 512
End page 536
Total pages 25
Publisher Emerald
Place of publication Bingley, England
Publication date 2013
ISSN 1463-5771
Keyword(s) e-government
e-government performance evaluation
performance measurement system
balance scorecard
performance management systems
developing countries
Summary Purpose - the purpose of this paper is to emphasise on a balance between quantitative and qualitative measures, and examine the use of Balanced Scorecard to evaluate and estimate the performance of information and communication technologies (ICT) in delivering valuable e-government services through the internet. Design/methodology/approach - This study tests the hypotheses of e-government effectiveness using Balanced Scorecard technique by incorporating qualitative measures within a quantitative research methodology with data collected by means of a survey questionnaire. The survey sample of 383 stakeholders includes common customers, employees of e-government, and employees from the IT sector. The survey data were analysed to test the hypothesis in measuring e-government effectiveness from Balanced Scorecard's four dimensions: customer perspective, financial perspective, internal business process perspective, and innovation and learning perspective. Findings - The results show that the Balanced Scorecard factors fit very well with monitoring and measuring the performance of e-government in Jordan, and also in evaluating their success in IT project investments. Originality/value - This study attempts to address this gap in the literature and would benefit future studies in applying Balanced Scorecard for performance evaluation of various IT projects that are gaining huge investments from governments and organisations .
Language eng
DOI 10.1108/BIJ-08-2011-0063
Field of Research 089999 Information and Computing Sciences not elsewhere classified
Socio Economic Objective 970108 Expanding Knowledge in the Information and Computing Sciences
HERDC Research category C1 Refereed article in a scholarly journal
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Document type: Journal Article
Collection: School of Information Technology
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