The integration of the third generation balanced scorecard with a student loyalty model to enhance financial performance in higher education

Eman Farag, Mamdouh Elkady, Khaled Hussainey

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Abstract

We have developed a set of appropriate performance evaluation measurements for the Private Higher Education (PHE) sector, based mainly on the integration between the third Generation Balanced Scorecard (3rd GBSC) and a Students Loyalty Model (SLM). We describe the process of the development of customers (students) loyalty, taking into consideration the improvement of the quality education process by increasing students satisfaction, loyalty and financial performance respectively, by improving key performance indicators (KPIs) of the 3rd GBSC. Furthermore, we pursue a case study methodology of the application of the 3rd GBSC integrated with a SLM at Egypts Canadian International College (CIC). We also investigate students satisfaction of the CICs Faculty of Engineering. We find that the application of the suggested model has a significant association with the improvement of the CICs KPIs related to Education Quality (EQ). Furthermore, the application of this integration model increases the anticipation of profitability.
Original languageEnglish
JournalInternational Journal of Accounting, Auditing and Performance Evaluation
Volume13
Issue number4
DOIs
Publication statusPublished - 15 Sep 2017

Keywords

  • third generation of balance scorecard
  • student loyalty model
  • higher education
  • performance

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