Balance Scorecard Perspectives and Performance of Kirinyaga County Law Courts
Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 3
Abstract
The significance of performance measurement in relation to an organization’s success cannot be denied. Balanced Scorecard provides a holistic approach to the concept of performance management. Performance of the Legal system especially the courts has been a point of focus by many Governments especially the developing countries like Kenya. The focus is largely because their performance has been unsatisfactory in several aspects. This study explored the influence of customer perspective on performance of Kirinyaga County Law Courts. The study was guided by Expectation confirmation theory and descriptive research design was used. The population included all the staff working in Kirinyaga County Law Courts who are 109 in number. Data was collected using closed ended questionnaire using drop and pick method to provide adequate time for the respondents to fill in the questionnaire with minimal influence. A pilot study was conducted to enhance the validity and reliability of the data collection instrument. Cronbach alpha coefficient of 0.7 was used to ascertain the reliability of the data collection instrument. Data that was analyzed was obtained from 81 respondents out of the targeted 109 achieving 74.3% response rate. Frequencies and percentages were generated from the data and presented using frequency distribution tables while bivariate regression analysis was done to establish relationship of dependent variable on independent variable in the study. The results indicated that customer perspective had positive and significant effect on Law Courts performance in Kirinyaga County. The study recommends that law courts should develop an internal process policy which details how the courts conduct its business and a service charter with a view to enhance performance and quality of service to the customers. Future research could focus on the influence of balance scorecard perspectives on performance of High Courts.
Authors and Affiliations
Miriga Catherine N. , Kiragu David N. , Anne Sang
Keywords
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