| dc.description.abstract | The study sought to analyze the use of balanced scorecard as a performance improvement
tool at the Co-operative Bank. The specific objectives of the study were to establish the
factors affecting implementation of BSC as a performance improvement tool and to
determine the impact of BSC on performance at cooperative bank of Kenya. The study
used longitudinal analysis/time series analysis. The study also adopted Ex post facto
research design. Both primary and secondary data was used. The study used stratified
random sampling design. The study analysis was analyzed using quantitative and
qualitative analysis. The analysis found that a fifth of the respondents that BSC has
triggered increased profits, a fifth indicated it has fueled Increased customer base, a sixth
felt that the BSC has been a contributor to advanced technology, a sixth indicated that it
has enhanced Professionalism, while a few felt that it has been a key to economic growth
a tenth of the population indicated that it enhances Competitive edge. The study found
from half of the respondent that there are a number of factors that affect balanced
scorecard at cooperative bank of Kenya. The study concluded that balances scorecard is
very critical on performances measurement of cooperative bank. The study recommends
that: Cooperative bank should integrate framework for describing and translating strategy
using linked performance measures in four balanced perspectives: Customer, Internal
Processes, Learning and Growth, and Financial. It was recommended that Co-operative
Bank of Kenya should engage balanced scorecard as their primary performances
measurement tool a factor that will enhance their performance, increase their competitive
edge and enhance their customer satisfaction. | en_US |
