Evaluating the performance of municipal authority in relation to improving citizen satisfaction through balanced scorecard approach (The case of Urmia municipality)
Journal Title: International Research Journal of Applied and Basic Sciences - Year 2015, Vol 9, Issue 4
Abstract
The aim of the present study is to investigate the performance of Urmia municipality authority in relation to improving citizen satisfaction through balanced scorecard approach which was done through descriptive-survey method. The statistical population comprises of staff working at Urmia municipality and the citizens living in Urmia. 92 people were chosen based on Morgan table as the sample size in a random way. Also, 310 subjects were chosen from Urmia citizens using Cochran formula as the sample. Researcher-developed questionnaire was used to collect the required data. The validity of questionnaire was confirmed by the experts and supervisors and that the reliability was supported by Cronbach alpha. Also, to test the hypothesis was made by Kolmogorov-Smirnov, T-test and Pearson tests. The results indicated that financial indexes derived from evaluating the performance was developed based on the balanced scorecard of Urmia municipality. Internal processes indexes as well as growth and learning indexes derived from evaluating the performance were not developed based on the balanced scorecard of Urmia municipality. Also, it was found that there was a positive and significant relationship between financial indexes and internal as well as developing and learning indexes with citizen satisfaction.
Authors and Affiliations
Mehran Molavi| Department of Public Administration, Mahabad Branch, Islamic Azad University, Mahabad, Iran. email: Dr-molavi1967@yahoo.com, Mikaeil Feizi| Department of Public Administration, Mahabad Branch, Islamic Azad University, Mahabad, Iran
Keywords
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