The influence of balanced scorecard perspectives on the firms’ performance: Evidence from the banks in the developing market

Abstract

The main purpose of this research is to examine the effect of balanced scorecard (BSC) perspectives (financial, customer, internal business process, and learning and growth) on banks’ performance. The required data was collected through a questionnaire from 15 Jordanian banks. Using Statistical Packages for Social Sciences (SPSS) to analyse the data, the results show that financial, customer, and internal business process perspectives significantly positively affect the banks’ performance. While perspectives of learning and growth have an insignificant influence on banks’ performance. This result indicates that Jordanian banks have to pay more attention to the learning and growth perspective whenever they want to enhance their performance. This research contributes to the current literature regarding the association between the BSC and the firm’s performance by determining how the BSC perspectives affect the performance of the firms in one of the developing countries (Jordan). Implications of this study are multifaceted for the banks’ managers, regulatory bodies, and decision-makers. The current research suggests that decision-makers and managers have to use BSC as a strategic tool since it positively affects firms’ performance, due to the firms struggling to develop and enhance their performance. BSC perspectives can be considered as a suitable and useful tool to resolve such issues.