Performance measurement for the computer centre: using fuzzy Delphi method and fuzzy AHP

摘要

Performance measurement can drive and better service quality and customer satisfaction. Computer centres must consistently improve services to match the rapidly changing information technological environment and growth in numbers of users, and computer centres are the most challenging among the various required adjustments. The purpose of this study is to establish a model for performance measurement of the computer centre-based balanced scorecard (BSC), and uses the fuzzy Delphi method and the fuzzy analytic hierarchy process to measure the computer centre performance. The originality/value of this study is that the proposed evaluation model could be considered as a reference for measuring the performance of the computer centre and adopting the follow-up improvement actions after performing fuzzy Delphi method and fuzzy AHP. The limitation of this study is that only adopting the computer centres of elementary and secondary schools to validate the proposed model. Future studied may expand the model to other public sector and private sector.