A Proposed Framework Illustrating the Efficiency of Using the Balanced Scorecard to Improve the Quality of Local Government Services A Case Study of Tolga Municipality

Abstract

This research aims to shed light on the Balanced Scorecard and its effectiveness in improving service quality. To achieve the research objectives, which include determining the municipalities' ability to implement the Balanced Scorecard and assessing its effectiveness in enhancing the quality of services using the Balanced Scorecard model, the researchers designed a questionnaire consisting of 38 statements distributed to a random sample of employees from Toulké Municipality. The sample size consisted of 100 employees, from which the researchers collected 85 valid questionnaires for statistical analysis. After processing the data using the statistical software SPSS version 22, the researchers arrived at several key findings. Among the most prominent is that the implementation of the Balanced Scorecard in Toulké Municipality contributes to improving the quality of its services. Furthermore, the research provides recommendations aimed at enhancing the quality of services provided by municipalities as a local administrative body.