قياس أداء مؤسسات القطاع العام في قطاع غزة باستخدام بطاقة الأداء المتوازن

Abstract EN

This study aims to measure the performance of public sector institutions in the Gaza Strip by using Balanced Scorecard (BSC).

The study aimed to build a model through using the BSC to identify the most important factors that impact performance of public institutions in the Gaza Strip.

The study came up with conclusions including that, there is a positive impact for using BSC on the performance of public institutions in the Gaza Strip.

In addition, the importance of the dimensions of BSC in there impact on institutions performance are ranked respectively as follows: learning and growth, internal business processes, social responsibility, and finance.

Although it is noted that the impact of customer satisfaction on the performance of public institutions is weak, all the dimensions of BSC lead to enhanced performance, which in turn leads to customer satisfaction.

The study recommended that there is a need to apply the BSC in the public sector's institutions in the Gaza Strip and in the West Bank as well.